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Supervisor, Guest Services (12 month Contract)

Job ID:
Job Type:
Newmarket, Ontario, Canada
Job Category:
Customer Service / Customer Associates
Job Location:
Upper Canada Mall
Oxford Properties
Closing Date:
April 12, 2019

Why join us?

We are looking for a highly motivated Guest Services Supervisor to join our team at Upper Canada Mall on a temporary basis (12-month contract). In this role, you will be responsible for day-to-day operation of the Guest Services Kiosks at Upper Canada Mall, providing front line leadership and support to Guest Services staff, and liaise with the Marketing Director and Marketing Team on a regular basis.

You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

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

• Responsible for the day-to-day operation of the Guest Services Kiosks at Upper Canada Mall.
• Work with Marketing Director to oversee Guest Services daily functions.
• Provide leadership, encouragement, and discipline to Guest Services Staff.
• Oversee Shopping Centre programs and assist the other staff members when needed.
• Working in collaboration with the Market & Co Coordinator to ensure the smooth execution, launch and success of all Market & Co and Kitchen & Co events that drive footfall and awareness to the Market

Guest Service:
• Ensure a consistent first class shopping experience is provided to every customer at all points of contact.
• Model exemplary customer service skills.
• Proactively seek opportunities and encourage staff to create memorable customer interactions, assist customers and provide excellent service.
• Interact with shoppers and retailers in a courteous and efficient manner.
• Key importance is to focus on Guest engagement, issue resolution and ensure Guest Services are functioning at optimal levels.
• Maintain a thorough knowledge of the shopping centre's services, amenities/facilities, stores/locations and promotional activities. Conduct all service functions of the Guest Services Kiosk.
• Maintain store knowledge about merchandise, price points, sales or special events to be able to offer gift or store suggestions based on the shopper's needs.
• Responsible for the overall appearance of the Guest Services Kiosks. Responsible for communication of any deficiencies.

Gift Card Program:
• Responsible for being an expert in gift card procedures, including gift card selling, daily reconciliations. Responsible for Safe Access for Gift Card inventory and bank deposits.
• Assist with corporate gift card sales and maintain relationship of corporate clients alongside the Property Manager and Director of Marketing.
• Adheres to financial controls and works with the company gift card liaison.

• Compose and arrange staff schedule, daily deployment sheets, and track staff availability

• Work with Marketing Director to assist with recruitment.

• Assist with training new hires.
• Drive development, execution, and training of existing & new Guest Services Programs.

• Ensure accuracy in all Guest facing communication tool; phone messages, website, directories, and communication.
• Update and maintain the communication binder.
• Contributes to regular team meetings.

Policies & Procedures:
• Be aware of the centre's Health and Safety Manual and maintain a clear understanding of Guest Services role and areas of responsibility as a supervisor.
• Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan.
• Ensure uniform standards for Guest Services Employees are met.

• Maintain day-to-day service & administrative tasks related to Guest Services.
• Maintain budget and guest services/concierge supplies, packaging and promotional items.
• Participate in processing staff payroll.
• Participate in special projects and other duties as needed.

To succeed in this role, you:

• Thrive in organizations that constantly evolve and adapt.
• Embrace collaborative sharing of knowledge within a teamwork environment
• Driven to achieving results and continuously striving to deliver the highest performance through creative thinking
• Completion of College/University degree required.
• 3 to 5 years experience in retail, customer service or hospitality related industry with 2 to 3 years in a supervisory capacity.
• High energy, driven and focused on delivering the best Guest Services experience possible.
Must be able to multi-task in a fast paced environment.
• Ability to respond to customer concerns in a timely & diplomatic manner.
• Accuracy with numbers and attention to detail a must.
• Strong organizational skills.
• Proficient with Microsoft Word, Excel and Outlook. – working knowledge of social media sites and services.
• Willing to work weekends and evenings.

Our story:

OMERS is one of Canada’s leading pension funds. We invest over $85 billion for more than 470,000 plan members and their families. Our investment professionals use a direct-drive, active management strategy to invest in public and private markets from our offices in Toronto, New York, London and Sydney. We are committed to earning superior returns by attracting world-class investors and by building a culture of excellence.

Established in 1960, Oxford Properties Group is the real estate arm of OMERS, one of Canada’s largest pension funds with over $85 billion in assets. Today, Oxford is a global platform for real estate investment, development and management, with over 2,000 employees and over $45 billion of assets that it manages for OMERS and on behalf of its co-owners and investment partners. Headquartered in Toronto, Oxford has regional offices in Calgary, New York, Boston, Washington, DC, Singapore, Sydney and London, each with a team of talented professionals with deep real estate expertise and local market insight. For more information about us visit www.oxfordproperties.com.

OMERS is committed to having a workforce that reflects the communities in which we live and work. Diversity and Inclusion at OMERS means we respect and value the broadest range of experiences, geographies, gender, ethnicities and perspectives as key elements of our culture. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise if you require accommodation.

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