Position: Guest Services Supervisor Location: Bay Centre, Victoria BC Working Hours: Day, evenings and weekends. Applicant must have full availability and be open to work weekends and evenings. A flexible schedule is preferred. The Bay Centre is seeking a dynamic individual for the role of Guest Services Supervisor at the Bay Centre in Victoria, BC. The Guest Services Supervisor is a leader who sets the tone for the Bay Centre’s customer service interactions. The successful candidate will inspire the Guest Services team to achieve the Bay Centre's mission of "continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience.” As an integral part of the team, the Guest Services Supervisor will liaise closely with the Marketing team and will be tasked with the challenge of bringing the Bay Centre’s brand to life for all shoppers, service providers, and the community at the Guest Services desk inside the shopping centre, and at the remote kiosk located outside the centre on Government Street.

This is a fixed term position until January 2027. If you are an outgoing, fun-loving, positive person who loves interacting with people and providing outstanding customer experiences, we want to hear from you!

What this job involves: Strategic Planning & Management:

• Develop strategic plans and tactics for improving customer service offerings for shoppers, retailers, employees, and contractors;
• Be responsible for the tracking, analyzing and reporting of all customer service interactions and marketing results as related to Guest Services;
• Provide rationale for allotted Guest Services staff hours;
• Be responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services;
• Oversee and manage the entire customer experience;
• Develop and maintain all Guest Services operating procedures and manuals;
• Provide insight into customer needs, methods for differentiating the Bay Centre from the competition, and tactics for "surprising and delighting" the customer;
• Actively promote and champion the Bay Centre’s customer service culture in relation to the Bay Centre’s brand;
• Complete event analysis/reports for major programs and events as requested in coordination with the Marketing Department;
• Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan.

Hiring, Training & Supervising Staff:

• Hire, train, and schedule Guest Services staff;
• Ensure Guest Services staff is trained to be an effective representative of the Bay Centre’s brand;
• Develop schedules and prepare time sheets;
• Supervise, mentor, empower, and motivate the Guest Services team;
• Meet team members regularly to provide feedback on performance and manage performance issues;
• Maintain bi-weekly meetings with management on staffing and performance issues;
• In consultation with the management team, 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;

Marketing Events and Programs:

• Actively contribute to the execution of marketing activities with a strong emphasis on creating procedures for staff, developing tracking mechanisms, communicating all marketing programs with the Guest Services staff, execution, planning and post-campaign analysis and feedback;
• Collect/sort information for promotional tracking purposes as related to daily activities, certain events and programs;
• Maintain weekly meetings with the Marketing Department to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff;
• Assist the Marketing Department with promotional events in the areas of ballot distribution/collection/sorting, GWPs, special event ticket sales, etc;
• Assist Marketing Department with special projects and initiatives.
• Update monthly statistics and interaction reports.

Retailer Communications:

• Establish and maintain a strong rapport with retailers;
• Correspond with retailers on regular basis (face to face as much as possible);
• Offer "on call" service to retailers with gift card issues;
• Answer, redirect and/or follow-up on inquiries related to marketing, operations, security, or Guest Services;
• Oversee the proofing and posting of jobs as requested;
• Annually coordinate the updates for the Bay Centre’s retailer handbook, including print and distribution;
• Coordinate new programs as requested by the Marketing team.

Gift Cards:

• Oversee the maintenance of gift card inventory;
• Drive gift card sales. Understand sales performance/key trends and communicate pertinent information to management and Guest Services staff;
• Submit daily and monthly Gift Card sales reports to Marketing team;
• Distribute materials to retailers as necessary;
• Train and set up new retailers and resolve any gift card inquiries/issues;
• Maintain corporate contact list and send thank you cards for purchases over $500;
• Coordinate corporate bonus gift card program.

Daily & Monthly Miscellaneous Administrative Duties:

• Complete monthly lost and found tracking and rotation;
• Submit monthly reports for sales and tracking of events;
• Input daily tracking sheet information
• Complete monthly reporting (executive summary and marketing reports) tracking gift card sales, not-for-profit results, and customer service initiatives;
• Manage promotional product inventory;
• Perform miscellaneous administrative duties (such as recording meeting minutes from Guest Services staff meetings);
• Perform other duties as required and/or requested.

Required Qualifications:

• 3+ years experience in a customer service or hospitality related industry
• Strong leadership and supervisory skills;
• Conflict resolution/management skills;
• Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times;
• Strong oral and written communication skills;
• Ability to work independently and as part of a team;
• Excellent organizational skills;
• Demonstrated ability to multi-task and work effectively in a fast-paced environment;
• Strong computer skills (MS Office including Word, Excel, Outlook); internet savvy and social media knowledge;
• Must be flexible and able to work weekends, nights and holidays as needed (note that the regular schedule for this position will involve one weekend day).