Guest Services Supervisor

Aberdeen Mall seeks an individual to fill the role of Guest Services Supervisor within the shopping centre. The primary focus of this role is to ensure excellent customer service through Guest Services, including but not limited to providing information, support, and services to the shopping and travelling public. Establish a perceived value for Guest Services that exceeds the expectations of customers, retailers, Aberdeen Mall, Shopping Centre owners and management. This full time position requires flexibility and a variable schedule to fit in with the exciting opportunities a retail shopping centre provides.

Responsibilities

• Supervise the day to day operations of a full service, free standing Guest Services Desk
• Train and supervise staff of 6 (or more) Guest Services Representatives
• Participate in the hiring of part time and seasonal Guest Services staff
• Establish work schedule and complete bi weekly time sheets for staff
• Initiate on going customer service ideas/suggestions for improving service
• Assist in managing day to day social media interactions via Facebook, TikTok & Instagram
• Manage City transit pass sales
• Manage community bookings and monthly donations
• Manage the gift card program which includes:
  • Daily deposits
  • Shift reports and logs
  • Monthly reconciliation
  • Control inventory of gift card supplies and re order as necessary
  • Develop and execute ideas to generate increased gift card sales
  • Register and educate retailers on the program
• Prepare and manage various customer tracking initiatives
• Must display a high level of professionalism at all times
• First point of contact for all customer inquiries, complaints, feedback, etc.
• Assist with various on site Marketing Events
• Implement new programs and procedures as directed by Marketing Manager
• Complete other projects as directed by management

Skills & Experience Required

• Minimum High School Diploma with (preferred) post secondary degree/hospitality certificate
• Experience in hotel/hospitality industry an asset
• Previous experience managing staff an asset
• Strong communication and organizational skills
• Experience using website content management software (CMS)
• Detail oriented and problem solving skills
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Basic accounting knowledge i.e. balancing cash with receipts
• Able to work independently and prioritize time sensitive and heavy workload
• Able to work in a team environment
• A 'hands on' supervisory attitude
• Excellent telephone manners and skills
• Be self motivated, flexible, diplomatic, innovative and able to accept challenges. Ability to multitask
• Willing to work flexible hours including evenings and weekends
• Must be able to provide clear criminal background check