Manager, Guest Services



Job Description:The Manager, Guest Services is accountable to the Director, Marketing for short- and long-range planning and implementation of various guest service programs to ensure delivery of uninterrupted, consistent and value-added guest services to the visitors and tenants of Coquitlam Centre in a manner that supports the shopping centre’s image as that of a high-quality asset of Morguard. DUTIES AND RESPONSIBILITIES 1. Customer Service Programs Develops and implements guest experience programs including new policies, procedures and services to improve client satisfaction across the centre in addition to managing all aspects of guest services and guest programs; establishes and maintains a strong rapport with retailers; contributes to preparation and oversees function’s budget that allows the department to meet its objectives and assist with tenant retention and increase of customer traffic. 2. Customer Relations Leads the monitoring of customer satisfaction levels and is personally involved in resolving client concerns, questions and complaints to ensure they are addresses in a timely and professional manner in addition to completing and following up on various guest reports or complaints; has a sound knowledge of the community, is able to personally provide street directions, highlight tourism areas and other points of interest within the community, when required; provides status reports to centre management on key issues as well as the status of the guest services function; oversees the tracking of usage of guest services function in terms of guests served, gift card sales and equipment rentals etc. 3. Special Events and Programs Leads the centre’s lost and found program to improve customer satisfaction and shopping experience of the centre’s guests and visitors; collaborates with Marketing and Specialty Leasing function to better support the centre-wide promotions, events, and temporary tenancies, as required; may be required to oversee special projects and/or other on-going programs specific to the centre i.e. Children’s play area, Santa photo operations, walking clubs etc. 4. Gift Certificate Program Manages the gift card program for the centre including staff training, daily, weekly and monthly reporting, inventory control of valuables, supplies and equipment, and arrangement for repairs of equipment to ensure that the gift card/certificate program is effective, financially sound and adds value for the tenants and guests. 5. Communications with Stakeholders Maintains effective and ongoing communication with the shopping centre’s management, operations and security to ensure that the guest services team are informed at all times on new store openings, store relocations and closures, the type of merchandise and/or brands stores have to offer as well as centre promotions and events to better serve the centre’s guests and tenants 6. Management and Development of Staff Manages the centre’s guest services team incl. maintaining adequate staffing levels through recruitment and selection, scheduling, on-the-job staff training and development, goal-setting and performance management, enforcing adherence to policies, procedures and practices, payroll and timesheet submission as well as promotion of teamwork and motivation to ensure that the centre exceeds customer expectations of consistent and value added customer service standards; maintains a clear understanding of the centre’s Crisis Management program is able to effectively train staff on crisis management procedures. Skills, Knowledge, Experience and Education College Diploma or Bachelors Degree in Marketing, Administration or an equivalent Minimum of 5 years of relevant experience in the real estate industry and retail shopping centers Prior exposure to budgeting processes and/or templates and software Advanced working knowledge of MS Office applications. Core Competencies Strong communication skills both verbal and written Excellent organizational and time-management skills Conflict resolution skills Demonstrated ability to resolve various management and team dynamics issues Ability to deliver constructive feedback and motivate and coach others for better performance Strong influencing and negotiation skills Superior interpersonal and relationship building skills Good critical thinking skills. Additional Requirements Experience with gift certificate software is an asset. Company Description:At Morguard, our employees are our greatest investment. We make people our priority and strive to build a culture of respect, integrity, health and safety, and equal opportunity to support employees in meeting their goals. Our company is made up of professionals with a deep knowledge of servicing apartment communities, who are passionate about what they do and who want to be and work with the best in the business. Morguard has significant investment and management capabilities in multiple asset classes including office, industrial, retail, multi-suite residential and hotel. With 40 years of experience and a dynamic team of over 1,500 professionals, our commitment is to realize the potential of real estate through value creation and operational excellence. Today, our total assets owned and managed is valued at $21.0 billion. Job ID: 47757911

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