Supervisor, Guest Services (CF Fairview Mall)

Current External; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading hospitality organization in Toronto is seeking a Guest Services Manager to supervise activities of the Guest Services team. This role involves ensuring exceptional customer service, recruiting and training staff, and managing service standards. The ideal candidate will have significant experience in hospitality management, a strong customer service focus, and excellent communication skills. Join us for a rewarding career with a competitive benefits package.

Benefits

Competitive rewards package

Top-tier benefits

Pension plan

Qualifications

• Minimum 5 years in hospitality with administrative and managerial experience.
• Thorough knowledge of customer service principles and office procedures.
• Standard first aid and CPR certification is an asset.

Responsibilities

• Supervise Guest Services team to deliver exceptional customer service.
• Recruit, train, and schedule Guest Services Representatives.
• Manage Gift Card program sales and develop growth strategies.

Skills

Excellent communication

Customer service focus

Problem-solving

Time management

Education

Hospitality and Hotel Management Degree or equivalent

Tools

Excel

Word

Google Suite

Job description

Role Impact :

To maintain a positive and professional image of the Centre by supervising the activities of the Guest Services team in providing exceptional customer service to retail clients and customers.

What you will deliver :

• Manage the activities of all Guest Services Representatives to ensure the timely achievement of department goals within prescribed procedures and standard business practices.
• Provide outstanding customer service while inspiring staff to do the same and enable ongoing professional development.
• Recruit, supervise, and train all Guest Services Representatives, keeping them informed of all relevant policies and procedures.
• Measure individual and team performance through the annual and ongoing review process.
• Effectively schedule staff hours to provide optimum service levels and hold regular staff meetings to ensure they have current information to effectively execute their duties and provide a high level of customer service.
• Manage and support CF Service Brand and Community program initiatives from implementation to launch, ensuring all are on strategy, in addition to compiling survey information to determine the success of promotional events.
• Provide input in the annual budget process for the department and actively ensure to stay within the prescribed budget.
• Manage the Gift Card program sales at Guest Services and develop a Corporate Client growth strategy, ensuring Gift Card annual sales meet targets.
• Forge strong relationships with retail partners and gather their feedback when creating an annual plan for the property team to engage them.
• Support the property's growth strategy by supporting the GM & Leasing function in showcasing the property and coordinating leasing and activations.
• Participate in property and Wellness committees.

What your strengths are :

• Excellent communicator both written and verbal.
• Customer service focused and able to respond to customer needs with diplomacy and tact.
• Able to adapt to change and can multi-task.
• A great teammate with strong interpersonal skills.
• Strong problem-solving skills.
• Positive, hardworking, with a professional appearance and demeanor.
• Works well with people at all organizational levels.
• Excellent with time management, attention to detail, and organizational skills.

What you need to succeed :

• Hospitality and Hotel Management University Degree / College Diploma or equivalent work experience.
• Minimum 5 years in the hospitality industry with administrative and managerial experience.
• Thorough knowledge of administrative, managerial practices, customer service principles, office policies and procedures, accounting procedures, public relations, and promotional knowledge.
• Standard first aid and CPR is an asset.
• Digital literacy with proficiency in Excel, Word, and Google Suite.

Why you should join us :

At Cadillac Fairview, we have been transforming communities for over 50 years. We are more than our properties; we are building leaders at all levels. We offer interesting work, a great organizational culture, opportunities to collaborate with the best, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes top-tier benefits and pension. Join us and make a difference!

Our actions and decisions are guided by our CF Values: Aim Higher, Own Your Expertise, Collaborate Effectively, Engage with Empathy, Embrace Change.

Are you someone who believes in our values?

• Aim Higher: we strive to exceed expectations.
• Own Your Expertise: we empower ourselves and each other.
• Collaborate Effectively: we bring the right people together to get the right results.
• Engage with Empathy: we consider the needs of others objectively.
• Embrace Change: we learn from and adapt to change.

At CF, you'll join a diverse community and award-winning team where your talent and commitment are valued and respected.

CF is an equal opportunity employer committed to diversity and inclusion. Reasonable accommodations are available during recruitment upon request.

LI-Onsite

Required Experience : Manager

Key Skills : English Language, Cost Estimation, Corporate Risk Management, Export Sales, J2EE

Employment Type : Full-Time

Experience : years

Vacancy : 1