Guest Services Supervisor

* Develop strategic plans and tactics for improving customer service offerings for shoppers, retailers, employees, and contractors;* Be responsible for the tracking, analyzing and reporting of all customer service interactions and marketing results as related to Guest Services;* Provide rationale for allotted Guest Services staff hours;* Be responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services;* Oversee and manage the entire customer experience;* Develop and maintain all Guest Services operating procedures and manuals;* Provide insight into customer needs, methods for differentiating the Bay Centre from the competition, and tactics for "surprising and delighting" the customer;* Actively promote and champion the Bay Centre’s customer service culture in relation to the Bay Centre’s brand;* Complete event analysis/reports for major programs and events as requested in coordination with the Marketing Department;* Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan.* Hire, train, and schedule Guest Services staff;* Ensure Guest Services staff is trained to be an effective representative of the Bay Centre’s brand;* Develop schedules and prepare time sheets;* Supervise, mentor, empower, and motivate the Guest Services team;* Meet team members regularly to provide feedback on performance and manage performance issues;* Maintain bi-weekly meetings with management on staffing and performance issues;* In consultation with the management team, establish staff appearance guidelines, including the ordering of uniforms for new and current staff and ensure guidelines are met;* Implement non-monetary recognition for Guest Services staff;* Actively contribute to the execution of marketing activities with a strong emphasis on creating procedures for staff, developing tracking mechanisms, communicating all marketing programs with the Guest Services staff, execution, planning and post-campaign analysis and feedback;* Collect/sort information for promotional tracking purposes as related to daily activities, certain events and programs;* Maintain weekly meetings with the Marketing Department to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff;* Assist the Marketing Department with promotional events in the areas of ballot distribution/collection/sorting, GWPs, special event ticket sales, etc;* Assist Marketing Department with special projects and initiatives.* Update monthly statistics and interaction reports.* Establish and maintain a strong rapport with retailers;* Correspond with retailers on regular basis (face to face as much as possible);* Offer "on call" service to retailers with gift card issues;* Answer, redirect and/or follow-up on inquiries related to marketing, operations, security, or Guest Services;* Oversee the proofing and posting of jobs as requested;* Annually coordinate the updates for the Bay Centre’s retailer handbook, including print and distribution;* Coordinate new programs as requested by the Marketing team.* Oversee the maintenance of gift card inventory;* Drive gift card sales. Understand sales performance/key trends and communicate pertinent information to management and Guest Services staff;* Submit daily and monthly Gift Card sales reports to Marketing team;* Distribute materials to retailers as necessary;* Train and set up new retailers and resolve any gift card inquiries/issues;* Maintain corporate contact list and send thank you cards for purchases over $500;* Coordinate corporate bonus gift card program.* Complete monthly lost and found tracking and rotation;* Submit monthly reports for sales and tracking of events;* Input daily tracking sheet information* Complete monthly reporting (executive summary and marketing reports) tracking gift card sales, not-for-profit results, and customer service initiatives;* Manage promotional product inventory;* Perform miscellaneous administrative duties (such as recording meeting minutes from Guest Services staff meetings);* Perform other duties as required and/or requested.* 3+ years experience in a customer service or hospitality related industry* Strong leadership and supervisory skills;* Conflict resolution/management skills;* Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times;* Strong oral and written communication skills;* Ability to work independently and as part of a team;* Excellent organizational skills;* Demonstrated ability to multi-task and work effectively in a fast-paced environment;* Strong computer skills (MS Office including Word, Excel, Outlook); internet savvy and social media knowledge;* Must be flexible and able to work weekends, nights and holidays as needed (note that the regular schedule for this position will involve one weekend day).**Estimated compensation for this position:**At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit . #J-18808-Ljbffr