• 2364205
  • (Reference :4488)
  • Guest Services Supervisor

DESCRIPTION

  • As soon as possible
  • To be discussed
  • Ivanhoé Cambridge, a global real estate industry leader, invests in high-quality properties and companies in select cities around the world. It does so prudently with a long-term view to optimize risk-adjusted returns.

    Founded in Quebec in 1953, Ivanhoé Cambridge has built a vertically integrated business across Canada. Internationally, the Company invests alongside key partners that are leaders in their respective markets.

    Through subsidiaries and partnerships, Ivanhoé Cambridge holds interests in close to 500 properties, consisting primarily in office, retail, residential and logistics real estate.

    Ivanhoé Cambridge held more than Cdn$55 billion in assets as of December 31, 2015. The Company is a real estate subsidiary of the Caisse de dépôt et placement du Québec ( cdpq.com ), one of Canada's leading institutional fund managers. For further information: ivanhoecambridge.com .

    Department: Laurier Québec, Place Ste-Foy
    Position type: Salaried

    Specific accountabilities
    The incumbent is a leader who sets the tone for guest interactions at Laurier Québec and Place Ste-Foy. The successful candidate will guide the Guest Services team in fulfilling Ivanhoé Cambridge’s mission to surprise and serve shoppers and retailers by delivering a consistently superior customer experience. As a member of the Marketing Department, the incumbent is responsible for working closely with the centre’s administration and enhancing the properties’ brands in the eyes of consumers, service providers and the community as a whole.

    Strategic planning and management:
    • Develop strategies and tactics to improve services provided to guests, retailers, employees and contractors;
    • Manage the Guest Services budget and supply information essential to budget preparation. Provide explanations for the hours worked by Guest Services staff;
    • Monitor, analyze and report on Guest Services programs and the results of marketing initiatives;
    • Oversee related communication tools: inventory, updates, orders, editing/printing, contact with suppliers (print directories/monolith, gift card envelopes, etc.);
    • Develop and regularly update Guest Services procedures and manuals;
    • Be aware of the content of the centres’ emergency procedures manuals and have a clear understanding of the role and responsibilities of Guest Services in scenarios of this nature, as outlined in the contingency plan;
    • Manage complaints.

    Hiring, training and supervision:
    • Hire and train Guest Services staff. Ensure that employees are suitably prepared to represent the properties’ brand;
    • Train guest services representatives on how to greet and accommodate customers;
    • Approve schedules and time sheets;
    • Supervise the Guest Services team, act as a mentor, delegate responsibilities and keep employees motivated;
    • Meet regularly with team members to review their performance and handle performance-related issues;
    • Hold biweekly meetings with the property coordinator to address performance management issues;
    • Establish and enforce guidelines on employee appearance; order uniforms for new and current staff members as required.

    Promotional events:
    • Convey the necessary information and instructions to Guest Services employees regarding event requirements;
    • Work with the Marketing Director to ensure a full understanding of all promotional activities involving the national gift card program.

    Communication with retailers:
    • Develop and maintain close ties with retailers;
    • Answer enquiries related to tourism, marketing, operations and security or refer enquirers to the appropriate resource;
    • Coordinate updates to the retailer handbook and meet with new retailers to provide them with an orientation package.

    Gift cards:
    • In conjunction with the account administrator, supervise the daily reconciliation of reports and deposits;
    • In conjunction with the account administrator, manage the gift card inventory, coordinate orders and provide monthly inventory reports to the Finance Department;
    • Oversee gift card sales. Understand sales performance and trends; convey key information to the administration and Guest Services staff;
    • Submit monthly gift card sales reports to management and the Marketing Director;
    • Train and orient new retailers; deal with enquiries and problems related to gift cards;
    • Coordinate the corporate bonus gift card program and prepare orders as needed.
    • Carry out any other related tasks as requested and/or required.

    Key requirements
    • College diploma or higher;
    • Three to five years of experience in a customer service, hospitality and/or retail setting;
    • Fluency in French and English;
    • Experience working with the public and track record for customer service excellence;
    • Strong leadership, supervision, conflict-resolution and management skills;
    • Positive, proactive, collaborative, versatile, solutions-oriented and professional at all times;
    • Solid written and verbal communication skills;
    • Ability to work independently and within a team;
    • Ability to multitask effectively in a fast-paced environment;
    • Proficiency in computer applications (Microsoft Office);
    • Flexibility and availability to work weekends, evenings and holidays as needed.

    If you are interested in this challenge, please submit your resume.

    You have everything to gain!
    When you join the Ivanhoé Cambridge team, you are eligible for employment benefits and a pension plan that are among the best in the industry. Our many health and wellness programs encourage you to balance your work and personal lives and fulfil your desire for social involvement, while maintaining a healthy lifestyle. At Ivanhoé Cambridge, you will have many opportunities to develop your skills and thrive professionally, in Canada or elsewhere in the world. Our initiatives aimed at creating an exceptional working environment that inspires our employees to give the best of themselves elevated Ivanhoé Cambridge into the ranks of Canada’s 50 Best Employers, 100 Top Employers and 10 Most Admired Corporate Cultures.

Company description

Ivanhoé Cambridge, a global real estate industry leader, invests in high-quality properties and companies in select cities around the world. It does so prudently with a long-term view to optimize risk-adjusted returns.
Founded in Quebec in 1953, Ivanhoé Cambridge has built a vertically integrated business across Canada. Internationally, the Company invests alongside key partners that are leaders in their respective markets.
Through subsidiaries and partnerships, Ivanhoé Cambridge holds interests in close to 500 properties, consisting primarily in office, retail, residential and logistics real estate.
Ivanhoé Cambridge held more than Cdn$55 billion in assets as at December 31, 2015. The Company is a real estate subsidiary of the Caisse de dépôt et placement du Québec (cdpq.com), one of Canada's leading institutional fund managers. For further information: ivanhoecambridge.com.

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