Supervisor, Guest Services

Job Location:
Florida Mall

Job Description Summary:
The Guest Services Supervisor is responsible for overseeing the day-to-day operation of a multi-national, multi-lingual customer service staff, potentially across multiple locations within the center. This role is crucial in driving sales by enhancing the customer’s shopping experience through the supervision of a well-trained, knowledgeable, and friendly customer service team that consistently exceeds expectations. The Guest Services Supervisor will play a key role in tourism initiatives at the center. They are expected to spend at least 50% of their time performing all tasks required of a Guest Services Representative.

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

• Lead and guide the guest services team to enhance the customers’ shopping experience.
• Create a work environment that supports innovation, creativity, and teamwork.
• Interview candidates for guest services positions and recommend hires to Assistant Director of Marketing.
• Coordinate monthly staff training with the Assistant Director of Marketing, ensuring adherence to policies and procedures.
• Create and provide training, retraining, counseling, and disciplinary action, report issues to the Assistant Director of Marketing.
• Update reference and training materials as needed.
• Encourage a team that readily accepts and adopts change.
• Provide personal recognition for superior performance.
• Coach and provide feedback to Guest Services team; assist in performance assessments.
• Assign specific responsibilities to Guest Services Representatives, including organizing and maintaining sufficient inventory of forms, supplies, and materials.
• Handle lost and found.
• Resolve customer complaints or escalate through appropriate channels as needed.
• Act as liaison between Mall Management and Guest Services team. Work with all partnering departments for example housekeeping and security.
• Coordinate with marketing to stay informed about all initiatives and communicate them to staff.
• Oversee the execution of tourism initiatives at Guest Services, for a seamless visitor experience.
• Support Assistant Director of Marketing in outreach and follow-up for tour operators, including group and FAM (Familiarization) tours.
• Support Group/Tourism Programs and FAM/Property Tours, ensuring a seamless coordination and client engagement.
• Assist Assistant Director of Marketing in tourism voucher coordination with clients, supporting tour operator outreach efforts.
• Track tourist traffic, including groups and independent travelers.
• Manage and direct shuttle programs.
• Serve as liaison to tenants in communicating marketing initiatives, events and promotions.
• Assist in on-site management of center events, promotions and sponsorships; implement programs and measure results.
• Market the center to tenants and customers to maintain a positive perception.
• Serve as hotel liaison for Shop and Stay Packages, Group Tours and Programs.
• Execute and coordinate the Customer Service Initiative property wide.
• Grow retailer participation in tourism initiatives.
• Maintain professional appearance of information within common areas, ensuring current, accurate, and relevant information.
• Provide support to co-workers and to other departments; participates in team meetings and projects to achieve the center’s goals.
• Ensure timely completion of individual and department assignments.
• Ensure staff perform “roving” concierge duties to maximize customer interaction.
• 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 a 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).
• Ability to spend 100% of time on feet while providing services.
• Aptitude for understanding and extracting information from financial reports.
• Strong working knowledge of various computer software such as Microsoft Office (Word, Excel, PowerPoint), JD Edwards, OneWorld, and web-based input software.
• Effective verbal and written communication skills.
• Strong organizational and interpersonal skills with attention to detail.
• Ability to work a flexible schedule, including nights, weekends, and holidays.

This role reports directly to the Assistant Director of Marketing.