OverviewOMERS Guest Services Supervisor Contract in Toronto, ON
Branch Toronto ON CA
Guest Services Supervisor
Be able to conduct all service functions of the Guest Services Desks/Kiosks – including selling gift cards, assisting guests, gift wrapping, TicketMaster and…
Reporting to the Tourism & Guest Experience Manager, and working alongside a fellow Guest Services Superisor, you will be committed to providing an exceptional guest experience, and ensuring every guest interaction is carried out in a professional, courteous and efficient manner.
This role is a one-year contract covering a maternity leave.
Supervise, empower and coach the Guest Services team to create memorable guest experiences and ensure all service standards are followed, during every interaction.
Hire all Guest Services staff, adhering to Human Capital Management requirements during this process.
Work with the Lead Hands to ensure each Guest Services staff member is trained to effectively represent the Yorkdale Shopping Centre brand.
Establish staff uniform guidelines, order uniforms for new hires and ensure uniforms standards are being met.
Facilitate and assist in the development, execution, and training of all guest services & tourism programs.
Effectively communicate marketing promotions and in-centre events to the team in a timely manner.
Handle guest and/or team concerns, including documentation, timely follow-up, and notifying relevant departments to ensure guest/team satisfaction.
Provide leadership, encouragement and discipline to the Guest Services staff.
Oversee Guest Services daily functions, including gift card reconciliation reports, deposits and administrative tasks.
Create and monitor the Guest Services employee schedule, including training and vacation.
Be responsible for the overall appearance of the Guest Services Kiosks and Guest Services Lounge, ensuring any deficiencies are communicated in a timely manner.
Ensure accuracy in all guest interaction communication tools (e.g. phone messages, website, directories) and face-to-face interactions.
Oversee and manage inventory levels and expenditures (e.g. concierge supplies, gift wrap)
Assist in managing the guest services budget and provide input during annual budget preparations.
Update and maintain all tracking and reporting of Guest Services programs (e.g. interactions, services, tourism programs).
Maintain a thorough knowledge of the shopping centres services, amenities/facilities, stores/locations and promotional activities.
Be able to conduct all service functions of the Guest Services Desks/Kiosks – including selling gift cards, assisting guests, gift wrapping, TicketMaster and maintaining supply stock levels. Assist team members as required.
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 strong desire to provide exceptional guest services.
Ability to effectively communicate and build rapport with the guest services team, as well as retailers, management, service providers, and all of the 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 oral communication skills.
Conflict resolution and management skills.
Must be friendly, approachable, proactive and solution focused.
Computer skills – including working knowledge of Microsoft Word, Excel, Outlook and social media tools.
Effective organizational and time management skills.
Employment Type: Freelance
Location: Toronto, ON, CA
Posted on: 2015-08-01