Guest Service Supervisor (Contract) - Jobs in Saskatoon, SK

Job Description

Midtown seeks a full-time, customer service oriented professional to deliver & maintain a positive and professional image of Midtown by overseeing the activities of the Guest Services team. The primary focus of this role is to provide vibrant, yet professional & courteous customer service to all Midtown guests (shoppers, retailers, office tower professionals & business partners) to ensure the guest experience is pleasurable, memorable and exceeds expectations.Tasks & ResponsibilitiesHR / Staffing

• Supervise the day-to-day operations of a full service, free standing Guest Services Desk
• Hire, train and schedule Guest Services Representatives; complete bi-weekly time sheets for staff
• Supervise, mentor, empower and motivate the Guest Services team
• Hold regular staff meetings with all Guest Services employees for effective communication and staff development
• Participate in corporate Cushman & Wakefield Guest Services training programs and share knowledge & insights with team
• Measure individual & team performance through annual and ongoing review process, provide regular & timely feedback to staff and manage performance issues (if any)
• In conjunction with the Marketing Manager, establish GS professional appearance guidelines, selecting & ordering uniforms, and ensuring guidelines are adhered to

Gift Cards / Financial Reporting

• Manage the Midtown gift card program, which includes:
• Complete daily & monthly reconciliation reports and deposits; submit reporting accordingly
• Maintain inventory of gift cards and other supplies; re-order as necessary
• Develop and maintain corporate gift card database
• Set up and train retailers on the gift card program; resolve any gift card inquiries/issues
• Ensure gift card policies and procedures compliance to minimize financial risk
• Develop and execute ideas to drive gift card sales, together with Marketing Team

Client Relations / Communications

• Provide excellent customer service to customers and retailers
• Cultivate relationships with the shopping centre’s retailers and continually stay abreast of product offerings and store promotions
• Be aware of and monitor the shopping centre’s and its retailers’, online presence on a daily basis such as: Facebook, Instagram, Blog, Website, Google Business page, etc.
• Act as a first point of contact and liaison between tenants, customers, and departments – answer, follow up and/or redirect inquiries to the appropriate departments

Administration

• Initiate on-going customer service ideas/suggestions for elevating the level of service and to add value to Midtown
• Book and prepare the rental of retail/tower boardroom
• Monitor, maintain & order all necessary Guest Services supplies
• Assist with various on-site Marketing events, promotions, and campaigns
• Implement new programs, procedures, and/or tracking initiatives as advised by Marketing Manager
• Support Security and Maintenance with various situations, i.e., missing children, retailer requests, as needed
• Other duties as assigned

Qualifications

• Minimum High School Diploma with (preferred) post-secondary degree/ hospitality certificate
• Excellent knowledge of exceptional customer service practices; must display a high level of professionalism at all times
• Strong communications (written & verbal), listening, organizational and problem solving skills; resourceful and maintains composure
• Basic accounting knowledge (i.e., balancing cash with receipts) and is detailed oriented
• Proficiency with computers (Word, Excel, PowerPoint, Outlook, Internet), POS system & telephone switchboards
• A ‘can-do,’ ‘hands-on’ attitude with the ability to influence others, manage and implement change initiatives
• Solid knowledge of the City of Saskatoon, Downtown neighbourhood, & surrounding areas, including attractions and special events
• Must be able to provide clear criminal background check

Working Conditions

• Flexibility to work days, evenings, weekends and holidays
• Ambient shopping centre noise levels

Job Types: Full-time, Fixed term contractContract length: 12 monthsPay: $38,000.00-$42,000.00 per yearSchedule:

• 8 hour shift

Ability to commute/relocate:

• Saskatoon, SK: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)

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