Guest Services Supervisor

The Guest Services Supervisor is a leader who sets the tone for the Mapleview Shopping Centre's customer service and sales 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.” A key function of this role is dedicated to gift card sales with a focus on ensuring the Guest Services team meets specific sales KPIs. As an integral part of the management team this role will liaise closely with the Marketing team to enhance the brand and reputation of Mapleview with its customers, service providers and the community.

What You’ll Be Doing

• Oversee and manage the entire customer experience;
• Own recruiting, objectives setting, training, coaching and performance management of guest services team.
• Responsible for scheduling of Guest Services staff; actively managing the guest services budget and providing input during budget preparation
• Supervise, mentor, empower, and motivate the Guest Services team to achieve growth and hit sales targets. KPIs may include, overall sales, organic sales, and campaign sales objectives, average dollar per transaction, average unit per transaction.
• Monitor and analyze B2C and B2B organic and campaign sales, daily, weekly, monthly, and annually.
• Source new sales opportunities and develop B2B relationships by way of relationship building within the community, associations, and businesses; follow up on leads, and track progress towards meeting sales goals
• Working closely with the Marketing Manager, understand and promote marketing programs and events.
• Daily reconciliation and inventory management
• Stay informed about new products and competition status and identify market shifts.
  
  

Strategic Planning & Management:

• Responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services.
• Develop and maintain all Guest Services operating procedures and manuals.
• Awareness of the center’s Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan.
  
  

Marketing Events and Programs:

• Communicate necessary information and direction to security, maintenance staff, and/or Guest Services staff about event requirements and marketing correspondence.
• Collect/sort information for promotional tracking purposes as related to certain events/programs.
• Work closely with the Marketing Director/Manager to maintain a comprehensive understanding of all promotional activity in the center for communication to all Guest Services staff.
• Perform other duties as required/or requested.
  
  

What We’re Looking For

• Post secondary education required along with three years of supervisory experience in a customer service or hospitality related industry.
• Previous experience in a sales role, consistently meeting or exceeding targets.
• Excellent mentoring, coaching, and people management skills along with solid conflict management skills;
• Proven ability to drive sales through the execution of a campaign plan; ability to effectively motivate their team to meet sales targets.
• Strong business sense and industry expertise
• Commitment to continuous learning; staying abreast of current sales techniques and trends.
• Experience working with the public with a track record of providing exceptional customer service;
• Demonstrated ability to communicate, present, and influence credibly and effectively to various audiences.
• Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times;
• Strong computer skills (MS Office);
• Must be flexible and able to work weekends, nights as needed (note that the regular schedule for this position will involve one weekend day).