Guest Services Supervisor

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $73.8 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating companies in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

www.quadreal.com

Job Description
The Concierge Supervisor oversees the Guest Services team and serves as a "brand ambassador", enthusiastically promoting the Centre, its stores, programs and services. The Concierge Supervisor reports directly to the Property Manager.

Responsibilities
• Lead, Supervise and drive a team of three Concierge Representatives
• Maintain a thorough knowledge of the Centre's services; stores, store location and merchandise; special events and promotional activities.
• Prepare and provide Concierge staff scheduling
• Daily/monthly gift card reconciliation
• Bank Account Reconciliations and Bank deposits
• Maintain Concierge Monthly stats
• Gift card inventory and reconciliation
• Gift card and pillow pack advance ordering
• Setting up retailers POS to EML gift card system
• Manage the Willowbrook Inquiries email account
• Respond to incoming requests for advice and information (in person, over the telephone or via email)
• Manage and execute Storeyline orders with team and Property Manager
• Assist customers and provide exceptional service
• Manage all customer complaints - in person, on phone and email
• Develop and maintain strong relationships with the retailers
• Ensure that all resource materials are up to date including the Concierge manual, tenant contact lists, team contact lists, retailer head office contact lists, etc.
• Lost, and found and wheelchair/stroller sign-out procedures
• Create Quarterly Reports for Property Manger
• Initiate on‐going customer service ideas and suggestions for improving and elevating service.
• Attend and participate in weekly management team meetings as well as, monthly marketing and guest services meetings.
• Ensure that the Guest Services area is "camera ready" at all times
• Maintain a thorough knowledge of the Centre's services; stores, store location and merchandise; special events and promotional activities and ensure all team members are in the know
• Be able to play an assigned role in emergency situations
• Assist with special projects as required.
• Spearhead community initiatives - Walking Club, Community Desk, SPC Cards

Experience and Qualifications:
• Related experience in a position requiring exceptional customer service skills. Experience leading a team is considered an asset.
• Strong organizational, planning and time management skills
• Excellent oral and written communication skills
• Strong attention to detail and problem-solving skills
• Ability to prioritize workload and handle competing priorities and deadlines

The expected annualized base salary range for this role is $44,500 to $61,200.00.

The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual's skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.

QuadReal offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a defined contribution pension plan and paid time off.

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