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Assistant Supervisor, Guest Services

February 6 2020
Industries Vehicles (parts, sales, maintenance)
Categories Hospitality, Catering, Tourism, Customer Service, Call Centres, Retail, Real Estate, Store Maintenance, Store Operations - Management, Reception, Customer Service
Richmond, BC

Role Impact:

To maintain a positive and professional image of the Centre by assisting the Guest Services Supervisor with the activities of the Guest Services team in providing convenience-oriented customer service to retail clients and customers.

What you will deliver: 

  • Delivers guest services programs on daily basis to shoppers which include:  gift card sales, complimentary strollers/wheelchairs/walkers, retail and community information, and promotion of mall events.
  • Oversee the daily responsibilities of the Guest Services Centre in the absence of the Supervisor; take responsibility for completing and managing weekly shift schedules as assigned
  • Assist the Guest Services Supervisor with training, coaching, supervision and provide input into employee performance appraisals
  • Assist in the enforcement of Guest Services Policies & Procedures, Property Administration and Cadillac Fairview's Business Code of Ethics
  • Support role regarding the handling and processing of cash, Interac and credit card transactions, including bank deposits; responsible for balancing cash at end of each shift, preparing daily cash reports, end of day paperwork and handling discrepancies and variances
  • Assume responsibility for shift in relation to other scheduled staff members; receive and direct all incoming calls and inquiries via telephone, two-way radio or visitors by answering questions or forwarding to the appropriate person in order to ensure inquiries are answered promptly and a high level of customer service is maintained; respond to customer concerns and identify when to escalate to a higher level
  • Maintain the Guest Services Program and Corporate Client database; assume key contact position within the CF shop! card program, assist with Retailer Relations program, zone visits and support the targets for acquisition of new member registration of on-line newsletter - Experience
  • Responsible for ensuring adequate inventory of supplies, including gift card inventory, and equipment are maintained
  • Develop and cultivate relationships with the community and retailers in the shopping centre in order to be well versed in community activities and in-mall fashions, mall events and programs
  • Act as liaison between customers, security, maintenance, marketing and all shopping centre departments and the administrative level
  • Communicate with customers on a pro-active and regular basis by informing them of pertinent information to enhance the positive image of the Centre and encourage repeat traffic
  • Adhere to national and property-specific Guest Services standards (such as Zone Visits)
  • Perform a variety of administrative duties, such as filing and faxing
  • Maintain Guest Service area clean, safe and tidy at all times
  • Delegate tasks or projects as assigned by the Guest Services Supervisor as well as assisting the Marketing Department with the execution of marketing programs, as required

What your strengths are: 

  • Strong communicator, verbal and written
  • Customer service focused and able to communicate with tact and diplomacy
  • Detail oriented with ability to meet deadlines and to multi-task
  • A team player and good motivator with a positive "can do" attitude
  • Able to effectively interact with a wide range of people
  • Able to understand the importance of problem solving 
  • Able to work well independently and in a team environment
  • Positive, enthusiastic in conjunction with a professional appearance

What you need to succeed:

  • Hospitality and Hotel Management University Degree/College Diploma or equivalent work experience
  • Minimum 3 years in hospitality industry with administrative and managerial experience
  • Public relations and promotional experiences an asset
  • Standard first aid and CPR
  • Previous experience in hospitality, retail industry or other customer service environment, dealing directly with the public.
  • Working knowledge of customer service principles and cash balancing; knowledge of HR standards and procedures an asset
  • Excellent with time management and organizational skills
  • Computer literate and proficient in Excel, Word and Gmail


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 accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email network