Superviseur, Service à la clientèle / Guest Services Supervisor

JLL • Montreal, QC

10d • Onsite

About The Position

As Guest Services Supervisor, you will lead a dedicated team focused on delivering exceptional customer experiences at Centre Eaton de Montréal, Place Montréal Trust, and Le 1500. You will anticipate and meet customer needs with the highest level of quality and attention to detail, while serving as a key liaison between the shopping centre management team, retailers, service providers, and the community. This role empowers you to directly shape visitor experiences while developing and motivating your team to achieve operational excellence and contribute to JLL's business objectives.

Requirements

• 3-5 years of experience in customer service, hospitality, retail, and/or marketing environment
• Minimum 2 years of experience in developing and delivering full service programs with team supervision
• Fluent in French spoken and written (essential)
• Strong leadership and supervisory skills
• Excellent communication skills and conflict resolution/management abilities
• Proven ability to work effectively in a fast-paced environment and multi-task efficiently

Nice To Haves

• Fluent in English for interactions with external partners based outside Quebec
• Experience with gift card management systems and loyalty programs
• Knowledge of shopping centre operations or retail environments
• Advanced computer skills and management systems proficiency
• Flexibility to work evenings and holidays as needed
• Proactive attitude, solution-focused approach, and engaging personality

Responsibilities

• Lead by example by working front lines and actively engaging with customers in common areas
• Manage staff hour budgets, hire, train, and schedule Guest Services team members
• Administer the complete gift card program including policies, procedures, inventory management, and daily reconciliation reports
• Conduct regular store visits to maintain excellent retailer relationships and provide ongoing support
• Collaborate closely with the Marketing team to communicate promotional activities and coordinate centre events
• Coach and motivate team members by establishing performance objectives, recognizing achievements, and managing performance challenges
• Collect and analyze promotional tracking data to optimize targeted programs and events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed