Guest Service Supervisor (Part-Time)

Guest Services Supervisor (Part-Time)

Pen Centre | St. Catharines, ON

Who We Are: BGO is a leading, global real estate investment management advisor, real estate lender, and a globally recognized provider of real estate services. BGO serves the interests of more than 750 institutional clients with expertise in the asset management of office, industrial, multi-residential, retail and hospitality property across the globe. BGO has offices in 28 cities across fourteen countries with deep, local knowledge, experience, and extensive networks in the regions where we invest in and manage real estate assets on behalf of our clients in primary, secondary and co-investment markets. BGO is a part of SLC Management, which is the institutional alternatives and traditional asset management business of Sun Life. For more information, please visit www.bgo.com

BGO promotes a corporate culture that attracts and retains the highest caliber people. We encourage opportunities for growth, development, and promotion by providing our employees with the resources to work effectively and continually strive to perform better. We are committed to a safe and sustainable work environment.

The Opportunity: We are looking for an enthusiastic individual to join the Guest Services team at the Pen Centre. The candidate will be required to provide outstanding customer service to our valued shoppers, community retailers and business partners. This multifaceted role will require the individual to interact with customers and tenants, as well as coach and supervise the Guest Services Staff. The successful candidate must have availability to work days, evenings, weekends and holidays to meet the needs of the business and may be required to stand for long periods of time.

What You Will Do

• Embrace and pro­actively support BentallGreenOak's culture of environmental sustainability, and corporate and social responsibility.
• Provide ‘First Class’ customer service effectively communicating with all customers, both in person (In and outside the booth), over the phone and online.
• Act as a liaison between tenants, managers, co­workers and trades
• Scheduling staff, including accounting for and submitting bi­weekly staff time­sheets
• Administration and sale of Centre Gift Cards. Responsible for promoting Gift Card sales throughout the year.
• Reconciling Gift Card and sundry accounts, on a daily and monthly basis.
• Recording and balancing daily and monthly Guest Services statistics
• Log and control wheelchair and walker rentals.
• Ordering and keeping inventory of supplies (wrapping paper, ribbon, gift boxes, etc.)
• Customer Service coordination with tenants
• Responsible for all incoming calls to the Shopping Centre. Directing all inquiries and requests to the proper department.
• Utilize Angus platform to input tenant operation requests (i.e HVAC issues, leaks, etc.), training and login info to be provided. Train brand ambassadors on the Angus program and provide support to the team should they require additional training.
• Work with security department to implement a new process to update tenant contact forms on a quarterly basis.
• Implement Reclaim Hub with the security department to ensure all lost and found items are logged and controlled through the program. Provide training to brand ambassadors on the program and provide support to the team should they require additional training.
• Handling emergency response calls promptly and efficiently security & maintenance contacts
• Liaise with the Marketing team on a daily basis
• Being fully aware of all tenant merchandise, sales, general product knowledge, incoming and outgoing retailers
• Maintaining mall employment monthly lists
• Take in customer complaint cards and distribute to respective departments.
• Research influencers and current trends and promotions throughout the shopping centre to keep customers informed.
• Oversee booking for non­profit in­ mall displays. Research and engage with local community organizations to create new partnerships with the shopping centre and increase usage of the community booth.
• Research community & tourist information (i.e dance/sport competitions & non-profit organizations) for team lead.
• Coordinate with two community groups to operate the Christmas Charity Gift Wrap Centre. Ensure proper stock of supplies is ordered in a timely manner, and inventory is kept up to date.
• Ensure brand ambassadors are keeping track of Pen Centre ESG program and properly tracking donations throughout the year and providing monthly reports to Marketing Manager.
• Other duties as required.
  
  

Who You Are

• 2+ years of Customer Service Experience and/or retail experience is considered and asset
• Excellent written and Verbal communication skills
• Proficient with a computer and other office technology
• Proficiency with Microsoft Office Applications (Word, Excel etc.)
• Able to sit and stand for long periods of time.
• Able to lift up to 25 lbs
• Police Clearance – A criminal verification check is required for employment.
  
  

We thank all applicants for their interest in employment with BGO (Canada) LP, however only those selected for an interview will be contacted.

At BGO, we recognize that each employee’s unique experiences, perspectives, and viewpoints strengthen our ability to create and deliver the best value to our clients, partners, and stakeholders/investors. Therefore, we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply to our career opportunities.

BGO is committed to equitable hiring practices, and we welcome the opportunity to discuss accommodation and ensure fairness and equity in our hiring process. If you require accommodation, please email us at [email protected] and include: Job posting number, your name and your preferred method of contact.