Guest Services Supervisor

April 4 2021
Industries Real Estate
Categories Customer Service, Call Centres, Retail, Marketing, Advertising, Store Operations - Management
Rocky View, AB

Ivanhoé Cambridge develops and invests in high-quality real estate properties, projects and companies that are shaping the urban fabric in dynamic cities around the world. It does so responsibly, with a view to generate long-term performance. Ivanhoé Cambridge is committed to creating living spaces that foster the well-being of people and communities, while reducing its environmental footprint.

Ivanhoé Cambridge invests internationally alongside strategic partners and major real estate funds that are leaders in their markets. Through subsidiaries and partnerships, the Company holds interests in more than 1,000 buildings, primarily in the industrial and logistics, office, residential and retail sectors. Ivanhoé Cambridge held close to C$60,4 billion in real estate assets as at December 31, 2020 and is a real estate subsidiary of the Caisse de dépôt et placement du Québec (, one of Canada's leading institutional fund managers. For more information:

Department : CrossIron Mills

Position type : Salaried

Specific accountabilities

With a high level of commitment to providing an exceptional customer experience, this position is required to anticipate and meet our customers' needs with the highest level of quality and attention to detail. The Guest Services Supervisor works with the entire Guest Services team to ensure every customer interaction is carried out in a professional, courteous and efficient manner. As an integral part of the shopping centre team, this position will liaise closely with the management team, retailers, service providers and the community.

Elevating the Guest Experience

  • Lead by example and work the front lines, and also engage with customers on the floor (common areas);
  • Cultivate a strong sense of pride and ownership at Guest Services and work as a team to make the environment fun and welcoming;
  • Challenge the Guest Services team to elevate the guest experience by engaging with customers on the floor as well as at the desk;
  • Mentor and motivate the Guest Services team.

Budgeting, Hiring, Training and Supervising Staff

  • Manage the Guest Services budget and provide input during budget preparations. Provide rationale for allotted Guest Services staff hours. Ensure budget of staffing hours is maintained;
  • Hire, train, and schedule Guest Services staff. Track and prepare time sheets;
  • Communicate annual performance objectives;
  • Meet team members regularly to provide feedback on performance and manage performance issues;
  • Establish staff appearance guidelines, including the ordering of uniforms for new and current staff and ensure guidelines are met;
  • Implement non-monetary recognition for Guest Services staff;
  • Schedule, organize and attend Guest Services meetings.

Administration of Gift Card Program

    • Understand and administer all gift card policies and procedures;
  • Work with the Accounts Administrator to complete daily reconciliation reports and deposits, following company policies and procedures;
  • Work with the Accounts Administrator to maintain inventory of gift cards, coordinate the orders and respond to monthly inventory requests;
  • Coordinate orders of packaging and printed materials as related to the sales of gift cards;
  • Drive gift card sales. Understand sales performance/key trends and communicate pertinent information to the Property Manager, General Manager and Marketing Director;
  • Submit monthly sales reports to the Property Manager, General Manager, Marketing Director and Accounts Administrator;
  • Distribute gift card materials to retailers, as necessary;
  • Train and set-up new retailers and resolve any gift card inquiries or issues;
  • Coordinate corporate gift card rewards program with direction from the Property Manager, Marketing Director and the Gift Card Team.

Retailer Communications and Support

    • Oversee welcome and support of new retailers including maintenance of Tenant Binder, Contact list and website updates.
  • Establish and maintain strong rapport with retailers;
  • Engage with retailers on regular basis via store visits;
  • Offer "on call" service to retailers with gift card issues;
  • Answer, redirect and/or follow-up on inquiries related to operations, marketing, security, etc.

Planning and Results Tracking

    • Assist the Property Manager and General Manager to develop strategic plans and tactics for improving customer service offerings for shoppers, retailers and employees;
  • Responsible for the tracking, analyzing and reporting of all customer service programs and marketing results including gift card sales;
  • Use the Guest Services Training Guide to onboard new Guest Services staff and retrain existing staff. Update the guide as required;
  • Provide insight into customer needs, methods for differentiating Tsawwassen Mills from the competition, and tactics for "surprising and delighting" customers, retailers and employees.

Supporting Marketing Events and Programs

    • Work closely with the Marketing team to maintain a comprehensive understanding of all promotional activities in the centre for communication to all Guest Services staff;
  • Communicate necessary information and direction to the Guest Services team with regard to event requirements and marketing correspondence;
  • Collect/sort information for promotional tracking purposes as related to certain events and programs;

Community Relations

    • Contribute with community initiatives and events, and oversee community kiosk program, as required.

Daily and Monthly Miscellaneous Administrative Duties

    • Oversee the lost and found program in coordination with the Security team;
  • Manage cash transactions and cash deposits in coordination with the Accounts Administrator;
  • Manage petty cash, following company policies and procedures, and in coordination with the Accounts Administrator;
  • Maintain an inventory control sheet for Guest Services supplies and equipment. Store inventory properly to prevent loss or damage;
  • Conduct daily visual audits/site tours and direct action items to the appropriate departments (ie. Janitorial) or communicate directly with retailers (ie. hand written signs);
  • Perform other duties as required including covering for reception and performing various administrative duties (ie. filing, letters, meeting minutes);
  • Understand and ensure complete awareness of the centre's Crisis Management Plan. Communicate and train the Guest Services team on all areas of responsibility during a crisis.

Key requirements

  • A minimum of 3-5 years' experience in customer service, hospitality, retail and/or marketing environment;
  • Strong leadership and supervisory skills;
  • Minimum 2 years' experience in the development and delivery of full service programs and staff supervision/training;
  • Positive attitude and a strong desire to provide excellent customer service;
  • Strong oral and written communication skills;
  • Conflict resolution/management skills;
  • Proactive, approachable and solution focused;
  • Ability to work independently and as part of a team;
  • Excellent organizational skills;
  • Resourceful with a professional customer service oriented manner;
  • Ability to multi-task and work effectively in a fast-paced environment;
  • Strong computer skills;
  • Flexible and able to work weekends, nights and holidays.

If you are interested in this challenge, please submit your resume.

You have everything to gain!

When you join the Ivanhoé Cambridge team, you are eligible for employment benefits and a pension plan that are among the best in the industry. Our many health and wellness programs encourage you to balance your work and personal lives and fulfil your desire for social involvement, while maintaining a healthy lifestyle. At Ivanhoé Cambridge, you will have many opportunities to develop your skills and thrive professionally, in Canada or elsewhere in the world. Our initiatives aimed at creating an exceptional working environment that inspires our employees to give the best of themselves elevated Ivanhoé Cambridge into the ranks of 100 Top Employers in Canada.

Ivanhoé Cambridge's commitment to diversity and inclusion spans the breadth of its operations. Accommodations are available upon request for candidates taking part in all aspects of the selection process. We take pride in creating a working environment where everyone is set up for success. Please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially .

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