Supervisor, Guest Services

Simon Property Group; Town of Florida (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading real estate and retail company based in New York is seeking a Supervisor for Guest Services to manage a team, provide training, and ensure customer satisfaction. This role involves coordinating with marketing, handling operational tasks, and maintaining service quality. The ideal candidate has experience in guest services, preferably in a supervisory role, and is fluent in English. A strong understanding of Microsoft Office and excellent organizational skills are essential for success in this full-time position.

Qualifications

• 3 to 5 years of guest services experience in a fast‑paced environment.
• Previous supervisory experience preferred.
• Proficient user of Microsoft Office (Word, Excel, PowerPoint).

Responsibilities

• Interview candidates for guest services positions.
• Complete weekly detailed schedule to ensure appropriate staffing.
• Provide training and feedback to customer service staff.
• Resolve customer complaints or issues.

Skills

Mathematical skills

Fluent in English

Proficient in Microsoft Office

Organizational skills

Effective verbal communication

Interpersonal skills

Education

High school diploma or equivalent

Some college or professional school preferred

Tools

Microsoft Office

JD Edwards

Job description

Supervisor, Guest Services – Simon Property Group

Job Location

Sawgrass Mills

Principal Responsibilities

• Interview candidates for guest services positions; make hiring recommendations to Management.
• Complete weekly detailed schedule to ensure appropriate staffing.
• Coordinate with the Director of Marketing and Business Development to ensure all training of staff is completed and that staff members adhere to policies and procedures.
• Provide training, retraining, counseling and disciplinary action, as appropriate, and report issues to the Director of Marketing and Business Development.
• Resolve customer complaints or issues, when possible.
• Update reference materials as needed.
• Coordinate with marketing to be knowledgeable about all Center, Regional and Corporate marketing initiatives involving the Guest Services staff and communicate the information to staff.
• Communicate with tour operators.
• Assign specific responsibilities to Guest Services Representatives: maintain sufficient inventory of forms and supplies; organize and ensure sufficient inventory of marketing materials, order, organize and maintain inventory of tourism brochures; manage the table tent program, table tents, and lost and found; ensure each assignment is done correctly and in a timely manner.
• Ensure staff members routinely recommend gift cards and other amenities, and request donations to the Simon Youth Foundation.
• Ensure staff members perform “roving” concierge duties to maximize interaction and customer service to shoppers.
• Create a work environment that supports innovation, creativity and teamwork.
• Lead and provide guidance to the team of guest services professionals to enhance the shopping experience for shoppers.
• Encourage, through role modeling and active support, a guest services team that readily accepts and adopts change.
• Regularly provide personal recognition to individuals who deliver superior performance to reinforce standards of excellent work.
• Provide regular coaching and feedback to customer service staff and assist the Director of Marketing and Business Development in assessing team and individual performance.
• Complete all tasks required of Guest Services Supervisor flawlessly.

Minimum Qualifications

• High school diploma or equivalent; some college or professional school preferred.
• Minimum of 3 to 5 years of guest services experience in a fast‑paced environment.
• Solid mathematical skills.
• Previous supervisory experience preferred.
• Must be fluent in English (oral & written); proficiency in at least one other language is preferred (French, Spanish, Portuguese, Mandarin, Japanese, Korean, German).
• Proficient user of Microsoft Office (Word, Excel, PowerPoint).
• Ability to spend 100% of time on feet while providing services to all internal and external customers.
• Aptitude for understanding financial reports and extracting information.
• Strong working knowledge of various computer software such as Microsoft Office, JD Edwards, OneWorld, and web‑based input software.
• Effective verbal and written communication.
• Strong organizational and interpersonal skills with attention to detail.

Seniority Level

Not Applicable

Employment Type

Full‑time

Job Function

Other

Industries

Real Estate and Retail

Referrals increase your chances of interviewing at Simon Property Group by 2x.