Supervisor, Guest Services

5 days ago

Orlando, Florida, United States Simon Property Group Full time

Job Location:
Florida Mall

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

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