Job Description and Responsibilities
Act as a leader of all Guest Services, drive the Guest Services team to achieve Ivanhoe Cambridge's mission of "Continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience."
- Assist the Marketing Director with the hiring of all Guest Services positions;
- Collaborate with the property Marketing Director to develop and maintain a Guest Services Procedures Manual.
- Oversee, empower and motivate Guest Services team to create memorable customer experiences and interactions. Meet with team regularly, in conjunction with the Marketing Director, to provide training/recognition and provide feedback on performance;
- As a representative of the Ivanhoe Cambridge Shopping Centre Team, establish and maintain a strong rapport with retailers while touring the mall and distributing publications;
- Responsible for driving gift card sales. Understand sales performance/key trends and communicate pertinent information to management and Guest Services Staff;
- Work in conjunction with counterparts in Housekeeping and Security to provide an exceptional customer experience from the moment the shopper s arrive to the moment they leave;
- Oversee all Guest Services Administrative functions including daily deposits, reports, gift card reconciliation/inventory;
- Constantly strive to improve and build upon the centre's services and seek new ideas to incorporate into service menu;
- Develop schedule and prepare time sheets for all Customer Relations/Guest Services employees;
- Maintain a centralized database of feedback from shoppers, retailers and the Guest Relations team and utilize this information to improve overall operation;
- Order and maintain uniforms for the Customer Relations/Guest Services/Guest Services staff;
- Track inventory for the wheelchairs and strollers and order required supplies with the authorization of the Marketing Director;
- Work closely with the Marketing Director to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff;
- Assist the Marketing Director with promotional events by distributing special event ticket sales and compiling data on sales promotions;
- Provide gift card training to retailers and Guest Services team. Offer “on call” service to retailers with gift card issues;
- Participate in Ivanhoe Cambridge's BEST Customer Service Program as a qualified trainer for special sessions and all new centre Guest Services and Contract Service Provider employees;
- Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan;
- Administer the customer service budget within the corporate standards;
- Participate in special projects and assume other duties and responsibilities as assigned;
- At the Marketing Director’s request, ensure follow up on customer complaints.
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Experience Requirements
- Minimum of Sec. V Education and 3 to 5 years of supervisory experience in a customer service or hospitality related industry;
- Strong leadership/supervisory skills;
- Positive attitude and a strong desire to provide excellent customer service;
- Strong oral and written communication skills;
- Conflict resolution/management skills, administrative and accounting skills;
- Proactive, approachable and solution focused;
- Ability to work independently and as part of a team;
- Good organizational skills and the ability to multi-task;
- Strong interpersonal skills;
- Knowledge of Microsoft Word, Excel and Outlook;
- Bilingual (French and English, both oral and written). Knowledge of Spanish or a third language, an asset;
- Must be flexible and available to work weekends, nights and holidays.
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