Guest Service Supervisor

Department: Tsawwassen Mills – Guest Services

Position type: Permanent Full-time, with a 6-month probation period.

The primary function of this position is to build and maintain an efficient, cost-effective, and high-performance Guest Services team that delivers industry leading customer service while achieving the objectives of corporate management.

Company Standards:

• As a Supervisor at the company, always conduct oneself in a polite and respectful manner to external contacts.
• Always dress appropriately and presentably.
• Adhere to company structure flow as designated by senior management.
• Diligently report to, support, and work with senior management to produce the best possible results.
• Help maintain a healthy and productive workplace environment by self modeling diligent and respectful behavior.

Responsibilities include but are not restricted to:

• Central Walk’s Customer Service Standards: to unwaveringly deliver industry-leading customer service based on kindness, empathy, and experience.
• Always maintain a high level of understanding of Tsawwassen Mills offered services, existing tenants, and marketing campaigns.
• Report to and work closely with the Administrative Manager and Operations Manager to achieve departmental and senior management goals.
• Build and maintain relationships with the Guest Services team, with specific emphasis on collective and company-wide respect and cooperation.
• Build and maintain relationships with the community, tenants, and customers.
• Lead by example as supervisor to set the tone for Central Walk’s Customer Services standards.
• Educate and train Guest Services Representatives to reach company standards.
• Raise the profile of company and shopping centre through alertness and correspondences to relevant community or industry events.
• Actively support and work with all Tsawwassen Mills employees to produce best possible results.
• Carefully and considerately handle customer complaints from initial response until resolution with courtesy of company Customer Service Standards.
• Daily: monitor and record all offered services which includes gift card sales, complimentary strollers/wheelchairs, gift wrapping, etc.
• Track and monitor gift card sales which include supervising the maintenance or reconciliations of related files such as the daily sales report and inventory list; the goal is to both increase revenue and to ensure that records are accurate for accounting and forecasting purposes.
• Assist the Marketing Department with the execution of marketing programs as required.

An ideal Candidate should have:

• A Bachelor’s degree in business administration, hospitality, tourism or related field.
• Related experience in a position requiring exceptional customer service skills.
• Experience leading a team is considered an asset.
• Strong organizational, planning and time management skills.
• Excellent oral and written communication skills.
• Strong attention to detail and problem-solving skills.
• Ability to prioritize workload and handle competing priorities and deadlines.
• Advanced skills in Microsoft Office (Excel and Word).
• Experience in Gift Card management is a must.

Flexible and able to work shopping centre hours which include weekends, nights, and holidays.

We thank all candidates in advance. Only successful applicants will be contacted.