Guest Services Supervisor

SHAPE; Victoria; On-site; CAD 52,000 - 58,000; Full time

Job summary

A leading real estate investment and development company, SHAPE, seeks a Guest Services Supervisor in Victoria. The role involves overseeing a team to deliver exceptional guest experiences and requires strong leadership and hospitality skills. The ideal candidate will manage personnel and enhance service quality at Uptown, a vibrant community hub.

Qualifications

• 2-3 years’ experience in a Guest-facing role.
• Experience leading a team.
• Retail and hospitality experience is preferred.

Responsibilities

• Oversee operations of the Guest Services team at Uptown.
• Manage guest feedback and initiate service improvements.
• Lead recruiting, training, onboarding, and performance management.

Skills

Leadership

Interpersonal communication

Problem-solving

Organizational skills

Tools

MS Office Applications

Digital and social media marketing

Job description

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SHAPE is the real estate investment, development and management company leading some of the largest and most exciting projects in North America including The Amazing Brentwood, The City of Lougheed and RC at CF Richmond Centre.

Through our fully integrated platform, SHAPE specializes in complete neighbourhoods with a top-calibre mix of shops, restaurants, residences, entertainment and a complete range of daily services on rapid transit. By executing on every stage of the real estate process, from land acquisition to property management, we are able to collaborate more efficiently, work seamlessly and perform at the highest level. Every SHAPE property reflects lasting vision, bold creativity and obsessive attention to detail.

Our projects are complex, our vision is simple : deliver social and financial value for generations. With a proven ability to raise the bar across our diverse portfolio of assets, we build on where we’ve been to push the edge of better : for industry standards, quality of life and return on investment.

ABOUT UPTOWN

Uptown is more than a shopping centre. It is an artfully designed social gathering place. It is a hub for commerce and culture where you can shop, dine, work and one day live. It is an easily accessible focal point for all of Victoria with Vancouver Island’s best mix of shops, restaurants, and entertainment.

ABOUT THE ROLE

Reporting to the General Manager, the Guest Services Supervisor will lead and oversee the operations of the Guest Services team at Uptown. Always looking to go above and beyond, this team will provide exceptional service and help to create memorable experiences for our guests. The Guest Services Supervisor will work alongside the marketing team to deliver programming, signature events, and retailer promotions. To succeed in this role, the candidate must be passionate about delivering the highest level of guest experience and be a dynamic leader who will inspire, motivate, and elevate their team.

Primary Job Responsibilities

• Own and oversee all elements of personnel management including recruiting, training, onboarding, mentoring, performance management, coaching, scheduling, and payroll
• Oversee guest feedback and initiate ways to continually improve services
• Seek opportunities to introduce new processes and programs to serve our guests + tenants
• Administer the gift card operating system, including inventory and sales
• Manage the upkeep of marketing spaces + supplies as needed
• Manage the community event space and all bookings
• Work with the marketing team on programming, and execution of events, initiatives, and retailer collaborations
• Assist with special projects and other duties as required

Qualifications

Required Knowledge, Skills, and Abilities

• Demonstrated Leadership
• Service certifications
• Exceptional interpersonal communication, both verbal and written
• Confident in superior interpersonal and relationship building skills
• High level of problem-solving and conflict resolution skills
• Organized and able to complete tasks with efficiency
• Detail-oriented with a can-do attitude

Required Training and Experience

• Minimum 2-3 years’ experience in a Guest-facing role
• Experience leading a team
• Retail and hospitality experience is preferred
• Advanced working knowledge of MS Office Applications
• Digital + social media marketing an asset

Working Conditions

The successful candidate may expect a comfortable and collaborative work environment at Uptown, a SHAPE managed property located in Victoria. Due to the nature of this role, the candidate will be required to work weekends or extended hours as necessary.

Salary Range : $52,000-58,000 / year

To apply, please visit our website at http : / / shape.ca / careers

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

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