Supervisor, Guest Services

Industry:

Company: Simon Property Group, Inc.

Job Location:
Sawgrass Mills

PRINCIPAL RESPONSIBILITIES:

The successful candidate’s responsibilities will include, but not be limited to:

• Interview candidates for guest services positions; make hiring recommendations to Management.
• Complete weekly detailed schedule to ensure appropriate staffing
• Coordinate with the Director of Marketing and Business Development to ensure all training of staff is completed and that staff members adhere to policies and procedures.
• Providing training, retraining, counseling and disciplinary action, as appropriate. Report issues to Director of Marketing and Business Development.
• Resolve customer complaints or issues, when possible.
• Update reference materials, as needed.
• Coordinate with marketing to be knowledgeable about all Center, Regional and Corporate marketing initiatives involving the Guest Services staff and communicate the information to staff.
• Communicate with tour operators.
• Assign, specific responsibilities to Guest Services Representatives: maintaining sufficient inventory of forms and supplies; organizing and ensuring sufficient inventory of marketing materials, ordering, organizing and maintaining inventory of tourism brochures; ensuring table tent program is managed, of table tents, and lost and found. Ensure each of the assignments is done correctly and in a timely manner.
• Ensure staff members routinely recommend gift cards and other amenities, as well as requesting donations to the Simon Youth Foundation.
• Ensure staff members perform “roving” concierge duties to maximize our interaction and customer service to shoppers.
• Create a work environment that supports innovation, creativity and teamwork.
• Lead and provide guidance to the team of guest services professionals to enhance the shopping experience for shoppers.
• Encourage, through role modeling and active support, a guest services team that readily accepts and adopts change.
• Regularly provide personal recognition to individuals who deliver superior performance to reinforce standards of excellent work.
• Provide regular coaching and feedback to customer service staff and assist the Director of Marketing and Business Development in assessing team and individual performance.
• Complete all tasks required of Guest Services Supervisor flawlessly.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent. Some college or professional school preferred
• Minimum of 3 to 5 years of guest services experience in fast-paced environment
• Solid mathematical skills
• Previous supervisory experience preferred
• Must be fluent in English (oral & written); Proficiency in at least one other language is preferred (French, Spanish, Portuguese, Mandarin, Japanese, Korean, German)
• Proficient user of Microsoft Office (Word, Excel, PowerPoint)
• Ability to spend 100% of his/her time on their feet when providing services to all internal and external customers
• Aptitude for understanding financial reports and extracting information
• Strong working knowledge of various computer software such as Microsoft Office, JD Edwards, OneWorld, and Web based input software
• Effective verbal and written communication
• Strong organizational and interpersonal skills with attention to detail