Supervisor, Guest Services

Primaris REIT; Ottawa; On-site; CAD 45,000 - 55,000; Full time

Job summary

Primaris REIT is seeking a Supervisor, Guest Services at Place D’Orleans Shopping Centre in Orleans, Ontario. You will lead guest services, coach staff, and coordinate service programs across tenants and customers.

The role focuses on staffing, performance reviews, and ensuring a high-quality customer experience in a dynamic shopping environment. A replacement position with competitive compensation is offered.

Qualifications

• College diploma or equivalent.
• 3-5 years experience in related field, 1 year in a supervisory capacity.
• Basic PC skills including MS Office Suite.
• Social Media knowledge an asset.
• First Aid, CPR and AED Certifications an asset.
• Ability to motivate, delegate and empower your team.

Responsibilities

• Demonstrate exceptional customer service to patrons and tenants.
• Hire, orient and train all Guest Services Representatives.
• Conduct annual performance reviews and coach direct reports.
• Prepare shift schedules with optimum service levels.
• Order and maintain Guest Services Uniforms.
• Set up new tenants on the Gift Card Program.
• Prepare reports and balance Gift Card reconciliations.
• Maintain a centralized database to log feedback.
• Mediate and liaise between customers and tenants.
• Oversee Social Media platforms and assist in Marketing promotions and events.
• Manage Community and Non-Profit Bookings and contracts.
• Oversee stocking of mall information and answer calls.
• Manage lost and found, Parenting Room, and stroller/wheelchair programs.

Skills

Customer service

Supervisory experience

Staff coaching

Shift scheduling

MS Office

Education

College diploma or equivalent

Tools

MS Office Suite

Job description

Primaris REIT is currently hiring a dedicated and enthusiastic Supervisor Guest Services to join our team at our Place D’Orleans Shopping Centre in Orleans, Ontario. If you have a friendly, customer focused attitude and thrive in a dynamic, fast-paced environment, this exciting opportunity is perfect for you!

Vacancy Status: Replacement

As the Supervisor, Guest Services you will coordinate the delivery of outstanding customer service to all patrons and tenants of the property. This position is a multifaceted role which requires interaction with customers and tenants, coaching and supervising staff and managing specific property programs such as social media, gift cards, community clubs, contests, etc.

• Demonstrate exceptional customer service to all patrons and tenants
• Hire, orient and train all new Guest Services Representatives
• Conduct annual performance reviews and coach direct reports
• Prepare shift schedules which provide optimum levels of service
• Order and maintain Guest Services Uniforms
• Set-up new tenants on Centre’s Gift Card Program
• Prepare reports and balance Gift Card reconciliations regularly, in order to evaluate sales trends and prepare action plans where necessary
• Maintain a centralized database to log feedback from customers, retailers and staff
• Mediate and liaise between the customers and tenants when conflict arises
• Oversee Social Media platforms and assist in the execution of Marketing promotions and events at the Centre
• Manage Community and Non-Profit Bookings, ensuring all contracts and insurance requirements are submitted and accurate
• Manage and oversee stocking of all mall related information throughout the property
• Answer incoming calls on both the internal and external telephone lines
• Oversee the “lost and found”, maintenance of the “Parenting Room” and the rental and maintenance program of strollers, wheelchairs, etc.
• Authorize refunds for property vending machines upon request
• Hold regular staff meetings and provide support to other departments as requested
• Other duties as assigned

Requirements:

To excel in this role, we are looking for candidates who have a positive and professional demeanor, with strong interpersonal skills and are customer focused. If this opportunity sounds interesting to you, you likely have the following attributes:

• College diploma or equivalent
• 3-5 years experience in related field, 1 year in a supervisory capacity
• Basic PC skills including MS Office Suite
• Social Media knowledge an asset
• First Aid, CPR and AED Certifications an asset
• Ability to motivate, delegate and empower your team

Join us and play a vital role in providing outstanding experiences to our valued customers and tenants. We are seeking individuals with a positive attitude, excellent communication skills, and a strong commitment to ensuring customer satisfaction.

Compensation:

At Primaris, we believe in rewarding talent with competitive wages and total compensation package. Your compensation is thoughtfully determined based on factors such as location, job level, relevant education or training, experience, knowledge, skills, and abilities, while ensuring internal equity and alignment with market data.

Expected Salary Range: CAD $45,000 – $55,000

Please note: This is the expected range for the position however, it should not discourage you from applying. If you believe you’re a strong fit for the role, we encourage you to submit your application regardless of salary expectations.

Beyond salary, our total rewards approach reflects our commitment to recognizing your contributions and supporting your growth.

AI Use & Accommodation:

To manage the large volume of applications, AI may be used in the recruitment process. If your qualifications align with the requirements of this role, you may be contacted for next steps.

Primaris REIT is an equal opportunity employer, committed to providing fair recruitment and employment practices to all employees and applicants. If you require accommodation for this role, please contact [e-mail].

Primaris is committed to accessibility for persons with disabilities in the course of employment, including in recruitment and hiring. If, as a result of a disability, you require accommodation in order to apply for this role and/or participate in the recruitment process, please contact [e-mail].

Primaris REIT is Canada's leading enclosed shopping centre-focused real estate investment trust. We own and operate a portfolio of 15.2 million square feet of dominant enclosed shopping centres valued at approximately $5.2 billion at Primaris' share. Our vision is to champion and elevate retail for Canadians by creating an exceptional experience for our customers while maintaining a strong presence in the industry.