To maintain a positive and professional image of the Centre by overseeing the activities of the Guest Services team in providing convenience-oriented customer service to merchants and customers.
What you will deliver:
Manage the activities of all direct reports to ensure the timely achievements of department goals, within prescribed procedures and standard business practices
Provide outstanding customer service while inspiring the Guest Services staff team to do the same and provide ongoing professional development
Recruit, supervise and train all Guest Services staff by keeping them informed of all relevant policies and procedures, effectively scheduling hours to provide optimum service levels and holding regular staff meetings in order to ensure they have the appropriate information to effectively execute their duties and provide a high level of customer service, and measure individual and team performance through annual and ongoing review process
Manage program deliverables from implementation to launch ensuring all are on strategy
Liaise regularly with internal and other project partners to support project deliverables
Provide input in the annual budget process affecting areas of responsibility and provide ongoing support in effectively managing budgets and expenses
Support the development and manage the implementation of priority services to be offered in accordance with property strategic plans that stand the test of national standards in program delivery
Develop and manage the information technology systems support to manage the guest services program, providing accurate and timely reports
Develop and maintain excellent relationships with retailers, ensuring their input and feedback into Guest Service program delivery
Manage the Gift Card program sales at Guest Services and develop a Corporate Client growth strategy ensuring Gift Card annual sales are in accordance with annual sales targets
Monitor scheduled Guest Services, budgets and submission of required information
Prepare event evaluation and customer feedback by report gathering, analyzing and compiling survey information in order to provide appropriate parties with statistical data to determine the success of promotional events at Guest Services
Build and maintain the Guest Services database, in accordance with database acquisition targets, ensuing customer information is kept current
Perform a variety of administrative duties such as filing, faxing and updating contractors lists in order to ensure accurate information is available to appropriate parties and to ensure the efficient operation of the services
Forge strong relationships with our retail partners by creating an annual plan for the guest services team to be engaged with our retail partners
Generate a variety of weekly reports by accessing appropriate information to provide the Marketing Manager with an up-to-date status
What your strengths are:
Excellent communication skills, written and verbal
Positive "can do" attitude who works well with people at all levels of an organization
Very strong organizational skills who is adaptable to change and can multi-task
Team player attitude with good public relations skills who is customer-oriented and responsive to customer needs
Ability to work well with minimal supervision
What you need to succeed:
Hospitality and Hotel Management University Degree/College Diploma or equivalent work experience
Minimum 5 years in hospitality industry with administrative and managerial experience
Public relations and promotional experiences an asset
Standard first aid and CPR
Thorough knowledge of administrative managerial practices, customer service principles, office policies and procedures, accounting procedures, public relations and promotional knowledge
Computer literacy with working knowledge of Excel and Word
Why you should join us:
At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference!
At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.
Are you someone who believes in our values?
Aim Higher – we strive to exceed expectations
Own Your Expertise – we empower ourselves and each other
Collaborate Effectively – we bring the right people together to get the right results
Engage with Empathy – we objectively consider the needs of others
Embrace Change – we drive, learn from, and adapt to change
At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected. We’re ready to meet you there – are you?
CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment. If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email firstname.lastname@example.org.