Guest Services Supervisor
Salaried Full Time
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, tenants, and staff. This position is also responsible for administering and managing specific property programs such as gift cards, paging, wheel chair and stroller loans.
Regularly coach staff at the customer service desk to ensure their professional development while continuously monitoring their level of service to customers and clients.
Develop schedules which provide optimum levels of service to both patrons & tenants while accommodating staff availabilities.
Prepare reports and balance Gift Card reconciliations regularly, in order to evaluate sales trends and prepare action plans where necessary.
(Where authorized), mediate and liaise between the customers and tenants when conflict arises to restore harmony amongst both parties and ensure the customer is satisfied with the end result.
Propose and implement new services within the department to facilitate mall patrons and tenants while increasing revenue.
Annually prepare performance reviews and coach staff accordingly. Actively participate in the hiring and training processes when required.
Oversee the administration of the ?lost and found? program.
Manage and oversee stocking of all information brochures throughout the property.
Demonstrate exceptional customer service to all patrons and tenants by being knowledgeable about the property and its offerings. Answer incoming calls on both the internal and external telephone lines.
Provide support to other departments as requested.
Oversees the rental program and maintenance of strollers, wheelchairs, etc.
Authorize refunds for property vending machines (where applicable) upon request.
Record correspondence from tenants who require assistance from another department in the property.
Relay concerns communicated by tenants to appropriate departments.
Holds regular staff meetings to ensure effective communication.
Complete special projects as assigned from time to time.
Other duties as assigned
High school diploma or equivalent (preferred)
Minimum 3-5 years of supervisory experience in customer service.
Comfortable handling cash
Experienced in supervising, coaching, and mentoring direct reports
Strong customer service skills
Proven problem-solving skills
Excellent verbal and written communication
Experience with social media (Twitter and Facebook)
If your background matches the qualifications listed above and are looking for an opportunity with a dynamic team, please submit your resume in confidence to (click to respond).
Please note that only candidates considered for an interview will be contacted.
Park Place Shopping Centre
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Listing originally posted at http://regionalhelpwanted.com/Search/detail.cfm?SN=163&ID=65824935