Guest Services Supervisor/Social Media Assistant Job in Belleville for Cushman and Wakefield | Jobs.ca
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Guest Services Supervisor/Social Media Assistant

October 15 2021
Industries Real Estate
Categories Digital, Media, Graphic Arts, Hospitality, Catering, Tourism, Marketing, Communications, Public Relations, Reception, Customer Service
Belleville, ON

Job Title

Guest Services Supervisor/Social Media Assistant

Job Description Summary

Quinte Mall seeks a full-time, customer service oriented professional to deliver & maintain a positive and professional image of Quinte Mall by overseeing the activities of the Guest Services team as well as helping to share important information to customers through social media platforms. The primary focus of this role is to provide vibrant, yet professional & courteous customer service to all Quinte Mall guests (shoppers, retailers & business partners) to ensure the guest experience is pleasurable, memorable and exceeds expectations.

Job Description

Tasks & Responsibilities:

HR / Staffing:

  • Supervise the day-to-day operations of a full service, free standing Guest Services Desk
  • Hire, train and schedule Guest Services Representatives; complete bi-weekly time sheets for staff
  • Supervise, mentor, empower and motivate the Guest Services Team
  • Hold regular staff meetings with all Guest Services employees for effective communication and staff development
  • Participate in corporate Cushman & Wakefield Guest Services training programs and share knowledge & insights with team
  • Measure individual & team performance through annual and ongoing review process, provide regular & timely feedback to staff and manage performance issues (if any)
  • In conjunction with the Marketing Manager, establish GS professional appearance guidelines, selecting & ordering uniforms, and ensuring guidelines are adhered to

Gift Cards / Financial Reporting:

  • Manage Quinte Mall gift card program, which includes:
  • Complete daily & monthly reconciliation reports and deposits; submit reporting accordingly
  • Maintain inventory of gift card supplies and re-order as necessary
  • Develop and maintain corporate gift card database
  • Train and set up new retailers on the gift card program and resolve any gift card inquiries/issues
  • Ensure gift card policies & procedures compliancy to minimize financial risk
  • Develop and execute ideas to drive gift card sales, together with Marketing Team

Client Relations / Communications:

  • Provide exceptional customer service to customers & retailers
  • Monitor the shopping centre’s and its retailers’ website presence on a daily basis
  • Act as first point of contact - answer, follow up and/or redirect inquiries to the appropriate departments

Social Media:

  • Maintain and monitor the shopping centre’s social media accounts (Facebook, Twitter, Instagram)
  • Work with the Marketing Manager to develop and execute social media content as well as interactive contests and initiatives to engage social media followers
  • Take photographs and write copy/editorial to be used for each post
  • Monitor the shopping centre’s and retailer social media presence daily
  • Work with the Marketing Manager to communicate with social media followers were required
  • Ensure social media messaging supports marketing campaigns
  • Cultivate relationships with retailers and continually stay abreast of opportunities to promote retailer promotions/events and shopping centre events

Administration:

  • Initiate on-going customer service ideas/suggestions for improving service and to add value to Quinte Mall Monitor, maintain & order all necessary GS supplies
  • Assist with various on-site Marketing Events, as required
  • Implement new programs, procedures and/or tracking initiatives as directed by Marketing Manager
  • Assist Security and Maintenance with various situations, i.e. missing children, retailer requests, as needed
  • Other duties as assigned

Qualifications:

  • Minimum High School Diploma with (preferred) post-secondary degree/hospitality certificate
  • Excellent knowledge of good customer service practices and displaying a high level of professionalism at all times
  • Strong communication (written & verbal), listening, organizational and problem solving skills
  • Basic accounting knowledge (i.e. balancing cash with receipts) and is detailed oriented;
  • Strong knowledge and understanding of social media platforms (Facebook, Twitter, Instagram)
  • Comfortable taking effective photos for use on social media platforms
  • Computer proficiency (MS Word, Excel, PowerPoint, Outlook, Internet), POS systems & telephone switchboards
  • A ‘can-do’, ‘hands-on’ attitude with the ability to influence others, manage and implement change initiatives
  • Be self-motivated, flexible, diplomatic, innovative and able to accept challenges.
  • Solid knowledge of the City of Belleville & surrounding area, including attractions and special events
  • Must be able to provide clear criminal background check.

Working Conditions:

  • Flexibility to work days, evenings, weekends and holidays
  • Ambient shopping centre noise levels

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to HR@ca.cushwake.com or call 416-359-2596. Please refer to the job title and job location when you contact us.