Supervisor, Guest Services

Park Place Mall - Lethbridge, AB

JOB TYPE

Full Time, Salary

Position Summary

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

• Please note the schedule for this position is Tuesday - Saturday
  
  

Role

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
• Outstanding customer service skills
• 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.

Competencies

• Communicate clearly, concisely, professionally and convey active listening and openness
• Build positive relationships and demonstrate commitment, effort and a "take charge" attitude
• Produce accurate work with attention to detail and consistently meet deadlines
• Take ownership for actions, accept constructive criticism and make the necessary changes to behavior
• Overcome obstacles to get the job done, identify problems and recommend solutions
• Actively support training & development opportunities for employees as well as provide regular and meaningful feedback while delegating responsibility and being comfortable working through others
• See change positively and adapt quickly to change in work requirements
• Knowledge of Health and Safety processes
  
  

Values

• Respect: Value diverse perspectives, experiences and talents; treat others the way you would want to be treated
• Empowerment: Use the means provided to carry out responsibilities to the best of your ability and to implement creative ideas
• Integrity: Do the right thing, deliver on commitments and admit mistakes
• Teamwork: Work together as one team toward common goals
• Accountability: Hold yourself and others accountable for decisions and results
  
  

Next Step

If your background matches the qualifications listed above and you are looking for an opportunity with a dynamic team, please submit your resume in confidence to [email protected]. Please note that we thank all who apply however only candidates considered for an interview will be contacted. 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 [email protected]