Job Title

Guest Services Supervisor

Job Description Summary

The Guest Services Supervisor is a full-time position that oversees operations of the Guest Services Centre and supports the Marketing Manager with the planning and execution of all special events plus content execution for social and digital communication channels. The primary focus of this role is to provide vibrant, yet professional & courteous customer service to all Cornwall Centre guests (shoppers, retailers, office professionals & business partners) to ensure the guest experience is pleasurable, memorable and exceeds expectations.

Job Description

Tasks & Responsibilities
• Supervise the day-to-day operations of a full service, free standing Guest Services Desk
• Hire, train and schedule Guest Services Representatives; complete bi-weekly time sheets for staff
• Supervise, mentor, empower and motivate the Guest Services team
• Hold regular staff meetings with all Guest Services employees for effective communication and staff development
• Participate in corporate Cushman & Wakefield Guest Services training programs and share knowledge & insights with team
• Measure individual & team performance through annual and ongoing review process, provide regular & timely feedback to staff and manage performance issues (if any)
• Manage the Cornwall Centre gift card program, which includes:
o Complete daily & monthly reconciliation reports and deposits; submit reporting accordingly
o Maintain inventory of gift cards and other supplies; re-order as necessary
o Develop and maintain corporate gift card database
o Set up and train retailers on the gift card program; resolve any gift card inquiries/issues
o Ensure gift card policies and procedures compliance to minimize financial risk
o Develop and execute ideas to drive gift card sales, together with the Marketing Manager
• Provide excellent customer service to customers and retailers
• Cultivate relationships with the shopping centre’s retailers and continually stay abreast of product offerings and store promotions
• Be aware of and monitor the shopping centre’s and its retailers’, online presence on a daily basis such as: Facebook, Instagram, Blog, Website, Google Business page, GetInTheLoop, etc.
• Act as a first point of contact and liaison between tenants, customers, and departments – answer, follow up and/or redirect inquiries to the appropriate departments
• Initiate on-going customer service ideas/suggestions for elevating the level of service and to add value to Cornwall Centre
• Encourage retailer participation for the promotion of their products and services.
• Prepare and manage customer tracking initiatives including WiFi metrics, Postal Code Data, etc
• Attend regular meetings with Marketing Manager
• Liaise with Ad Agency, PR Agency and any other Cornwall Centre departments as required for all initiatives and services.
• Contribute to the development and annual marketing plan via recommendations and input gathered from customers and events.
• Complete other projects and tasks as directed by the Marketing Manager
• Monitor, maintain & order all necessary Guest Services supplies
• Assist with various on-site Marketing events, promotions, and campaigns
• Implement new programs, procedures, and/or tracking initiatives as advised by Marketing Manager
• Support Security and Maintenance with various situations, i.e., missing children, retailer requests, as needed

Qualifications
• Minimum High School Diploma with (preferred) post-secondary degree/ hospitality certificate
• Preference given to individuals with prior retail or other marketing related erperience
• Excellent knowledge of exceptional customer service practices; must display a high level of professionalism at all times
• Demonstrated strong communications (written & verbal), listening, organizational and problem- solving skills; resourceful and maintains composure
• Basic accounting knowledge (i.e., balancing cash with receipts) and is detailed oriented
• Proficiency with computers (Word, Excel, PowerPoint, Outlook, Internet), POS system & telephone switchboards
• A ‘can-do,’ ‘hands-on’ attitude with the ability to influence others, manage and implement change initiatives
• Solid knowledge of the City of Regina, Downtown neighbourhood, & surrounding areas, including attractions and special events
• Must be able to provide clear criminal background check
Working Conditions
• Flexibility to work days, evenings, weekends and holidays
• Ambient shopping centre noise levels

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to HR@ca.cushwake.com or call 416-359-2596.  Please refer to the job title and job location when you contact us.
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Guest Services Supervisor

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