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The Guest Services Supervisor is a leader who sets the tone for Outlet Collection at Niagara’s customer service interactions. The successful candidate will inspire the Guest Services team to achieve JLL's mission of "continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience.” As an integral part of the management team, the Guest Services Supervisor will liaise closely with the Marketing and Tourism Manager as well as the rest of the management team and will be tasked with the challenge of bringing Outlet Collection at Niagara’s brand to life for all shoppers, service providers, and the community.

WHAT YOU’LL BE DOING

Strategic Planning & Management :

• Develop strategic plans and tactics for improving customer service offerings for shoppers, retailers, employees, and contractors;
• Manage the Guest Services budget and provide input during budget preparations (both operations and marketing);
• Provide rationale for allotted Guest Services staff hours;
• Be responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services;
• Oversee and manage the entire customer experience;
• Develop and maintain all Guest Services operating procedures and manuals;
• Provide insight into customer needs, methods for differentiating Outlet Collection at Niagara from the competition, and tactics for "surprising and delighting" the customer;
• Actively promote and champion Outlet Collection at Niagara’s customer service culture in relation to Outlet Collection at Niagara’s brand;
• Complete event analysis / reports for major programs and events as requested in coordination with the Marketing Department;
• Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan.

Hiring, Training & Supervising Staff :

• Hire, train, and schedule Guest Services staff;
• Ensure Guest Services staff is trained to be an effective representative of Outlet Collection at Niagara’s brand;
• Develop schedules and prepare time sheets;
• Supervise, mentor, empower, and motivate the Guest Services team;
• Meet team members regularly to provide feedback on performance and manage performance issues;
• Maintain bi-weekly meetings with the Marketing Manager and General Manager on staffing and performance issues;
• In consultation with the Marketing Manager, establish staff appearance guidelines, including the ordering of uniforms for new and current staff and ensure guidelines are met;
• Implement non-monetary recognition for Guest Services staff;
• Ensure budget of staffing hours is maintained.

Marketing Events and Programs :

• Communicate necessary information and direction to security, maintenance staff, and / or Guest Services staff regarding event requirements and marketing correspondence;
• Collect / sort information for promotional tracking purposes as related to certain events and programs;
• Work closely with the Marketing Manager to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff;
• Assist the Marketing Manager with promotional events in the areas of ballot distribution / collection / sorting, GWPs, special event ticket sales, etc.;
• Assist Marketing Manager with special projects and initiatives;
• Actively contribute to the development and execution of marketing activities with a strong emphasis on special event execution and planning;
• Assist Marketing Manager with coordination and set up of all events / programs and signage programs;
• Organize group tour incentives and facilitate tour group meet and greets. Train Guest Service Representatives on facilitating a meet and greet;
• Coordinate tour groups including communicate with group leader and schedule Guest Service Representatives to facilitate meet and greet;
• Update monthly statistics and tourism reports.

Community Relations :

• Coordinate community events as requested by the Marketing Manager;
• Attend community events as requested by the Marketing Manager;
• Provide input into the development of the community relations / giving plan;
• Maintain community bulletin board postings.

Retailer Communications :

• Establish and maintain a strong rapport with retailers;
• Correspond with retailers on regular basis (face to face as much as possible) in coordination with the General Manager;
• Offer "on call" service to retailers with gift card issues;
• Participate in monthly Retailer Advisory meetings, take notes, and distribute agendas, etc.;
• Coordinate retailer Treat Day when required;
• Answer, redirect and / or follow-up on inquiries related to marketing, operations, security, or Guest Services;
• Oversee the proofing and posting of jobs as requested
• Annually coordinate the updates for Outlet Collection at Niagara’s retailer handbook, including print and distribution;
• Coordinate new programs as requested by the Marketing & Tourism Manager.

Gift Cards :

• Oversee the maintenance of gift card inventory, coordination of orders, and monthly inventory requests from Store Financial;
• Drive gift card sales. Understand sales performance / key trends and communicate pertinent information to management and Guest Services staff;
• Submit monthly Gift Card sales reports to Administrators, Marketing Manager and General Manager;
• Distribute materials to retailers as necessary;
• Train and set up new retailers and resolve any gift card inquiries / issues;
• Maintain corporate contact list and send thank you cards for purchases over $500;
• Coordinate corporate bonus gift card program.

Daily & Monthly Miscellaneous Administrative Duties :

• Complete monthly lost and found tracking and rotation;
• Submit monthly reports for sales and tracking of events;
• Input daily tracking sheet information
• Complete monthly reporting (executive summary and marketing reports) tracking gift card sales, not-for-profit results, and customer service initiatives;
• Perform miscellaneous administrative duties (such as recording meeting minutes from Administration bi-weekly meetings and forwarding to absentee members and Guest Services staff;
• Perform other duties as required and / or requested.

WHAT WE’RE LOOKING FOR

• Minimum High school diploma required;
• 3 to 5 years of supervisory experience in a customer service or hospitality related industry;
• Experience working with the public with a track record of providing exceptional customer service;
• Strong leadership and supervisory skills;
• Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times;
• Strong oral and written communication skills;
• Ability to work independently and as part of a team;
• Excellent organizational skills;
• Demonstrated ability to multi-task and work effectively in a fast-paced environment;
• Strong computer skills (MS Office); internet savvy and social media knowledge;
• Must be flexible and able to work weekends, nights and holidays as needed (note that the regular schedule for this position will involve one weekend day).

Location : On-site –Niagara, ON

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

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Guest Service Supervisor • Golden Horseshoe, Niagara Region, Canada