Hays Looking for Guest Experience Supervisor at Toronto, Ontario, Canada Full Time

Your new company:

Hays Recruitment has partnered up with a large Real Estate client in Scarborough, ON. Our client is looking for a Guest Experience Supervisor to join their team on a 3-month contract with the possibility of extension.

Your new role:

Reporting to the Senior Property Manager, you will be committed to motivating and developing your team to deliver exceptional guest experiences and ensure every guest interaction is carried out in a professional, courteous, and efficient manner.

As a member of this team, you will be responsible for:

• Develop and facilitate all training and staff meetings for the Guest Experience department
• Effectively communicate all in-centre events, store closures/openings and relocations in a timely manner
• Oversee all employee scheduling, training and vacation approvals and ensure constant adaptation and flexibility to the operational needs of the centre
• Assist in monitoring inventory levels and expenditures to ensure prudent budget management
• Continuously seek out innovative services and offerings to elevate the in-centre experience
• Complete daily Gift Card Reconciliations and other administrative tasks as required
• Build and maintain relations with Gift Card clients, facilitate corporate sales and strive to increase annual Gift Card sales
• Oversee the training of all new hires to ensure all representatives are prepared and can effectively represent the STC brand
• Establish and uphold staff guidelines (example: Uniform, Phone, In-Person, and Online Service Standards)
• Model exemplary customer service by devoting 50% of the work week to in-centre service monitoring and support, including offering services and selling gift cards
• Manage the overall appearance of all Guest Experience locations to ensure appropriate standards are met and deficiencies are being reported and addressed in a timely manner
• Support with event planning and developing operational strategies for in-centre promotional offers
• Provide leadership, encouragement, recognition, and development to all Guest Experience staff
• Support with guest/and or team concerns, including documentation, timely follow-up and notifying relevant departments to ensure the guest/team members satisfaction
• Assist/Lead various on-site projects that intercept with the overall customer experience
• Oversee STC’s Gift Card program in compliance with all Oxford policies and procedures

What you will need to succeed:

• College Diploma/University Degree with a focus on hospitality/tourism, marketing, or a related program.
• 3-5 years of supervisory experience in a customer service and/or hospitality related industry.
• Ability to inspire excellence and lead a large team.
• Positive attitude and a passion for providing exceptional guest experiences
• Ability to effectively communicate and build rapport with the Guest Experience team, as well as retailers, management, service providers, and all shopping centre personnel.
• Must be able to work well in a fast-paced environment, with the capability to problem-solve and multi-task, while maintaining a high-level of professionalism.
• Strong written and verbal communication skills.
• Conflict resolution and management skills.
• Computer skills – including working knowledge of Microsoft Office programs.
• Effective organizational and time management skills