Supervisor, Guest Services

Simon Property Group•Sunrise, FL

1d•Onsite

About The Position

PRINCIPAL RESPONSIBILITIES: The successful candidate’s responsibilities will include, but not be limited to: Interview candidates for guest services positions; make hiring recommendations to Management. Complete weekly detailed schedule to ensure appropriate staffing Coordinate with the Director of Marketing and Business Development to ensure all training of staff is completed and that staff members adhere to policies and procedures. Providing training, retraining, counseling and disciplinary action, as appropriate. Report issues to Director of Marketing and Business Development. Resolve customer complaints or issues, when possible. Update reference materials, as needed. Coordinate with marketing to be knowledgeable about all Center, Regional and Corporate marketing initiatives involving the Guest Services staff and communicate the information to staff. Communicate with tour operators. Assign, specific responsibilities to Guest Services Representatives: maintaining sufficient inventory of forms and supplies; organizing and ensuring sufficient inventory of marketing materials, ordering, organizing and maintaining inventory of tourism brochures; ensuring table tent program is managed, of table tents, and lost and found. Ensure each of the assignments is done correctly and in a timely manner. Ensure staff members routinely recommend gift cards and other amenities, as well as requesting donations to the Simon Youth Foundation. Ensure staff members perform “roving” concierge duties to maximize our interaction and customer service to shoppers. Create a work environment that supports innovation, creativity and teamwork. Lead and provide guidance to the team of guest services professionals to enhance the shopping experience for shoppers. Encourage, through role modeling and active support, a guest services team that readily accepts and adopts change. Regularly provide personal recognition to individuals who deliver superior performance to reinforce standards of excellent work. Provide regular coaching and feedback to customer service staff and assist the Director of Marketing and Business Development in assessing team and individual performance. Complete all tasks required of Guest Services Supervisor flawlessly. MINIMUM QUALIFICATIONS: High school diploma or equivalent. Some college or professional school preferred Minimum of 3 to 5 years of guest services experience in fast-paced environment Solid mathematical skills Previous supervisory experience preferred Must be fluent in English (oral & written); Proficiency in at least one other language is preferred (French, Spanish, Portuguese, Mandarin, Japanese, Korean, German) Proficient user of Microsoft Office (Word, Excel, PowerPoint) Ability to spend 100% of his/her time on their feet when providing services to all internal and external customers Aptitude for understanding financial reports and extracting information Strong working knowledge of various computer software such as Microsoft Office, JD Edwards, OneWorld, and Web based input software Effective verbal and written communication Strong organizational and interpersonal skills with attention to detail Simon is a global leader in retail real estate ownership, management and development and an S&P 100 company (Simon Property Group, NYSE: SPG). Our industry-leading retail properties and investments across North America, Europe and Asia provide shopping experiences for millions of consumers every day and generate billions in annual retail sales. Our portfolio includes assets of national and international renown - proven assets that are the preferred location for retailers. In addition to our high quality properties, Simon is also known for our strong balance sheet, a long-tenured and well-respected senior management team, and our innovative spirit, as reflected in a 50 + year history of successful retail real estate development, management, and leasing. Simon was named Fortune’s Most Admired Real Estate Company eight times. We have experienced an explosion of growth and innovation unprecedented in the industry and we look forward to Simon's future. Simon is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you require assistance or need to request an accommodation due to a disability, please email [email protected]. Please note this email is intended only for accommodation requests related to the application and interview process. Any other correspondence will not receive a response.

Requirements

High school diploma or equivalent.
Minimum of 3 to 5 years of guest services experience in fast-paced environment
Solid mathematical skills
Must be fluent in English (oral & written)
Proficient user of Microsoft Office (Word, Excel, PowerPoint)
Ability to spend 100% of his/her time on their feet when providing services to all internal and external customers
Aptitude for understanding financial reports and extracting information
Strong working knowledge of various computer software such as Microsoft Office, JD Edwards, OneWorld, and Web based input software
Effective verbal and written communication
Strong organizational and interpersonal skills with attention to detail

Nice To Haves

Some college or professional school preferred
Previous supervisory experience preferred
Proficiency in at least one other language is preferred (French, Spanish, Portuguese, Mandarin, Japanese, Korean, German)

Responsibilities

Interview candidates for guest services positions; make hiring recommendations to Management.
Complete weekly detailed schedule to ensure appropriate staffing
Coordinate with the Director of Marketing and Business Development to ensure all training of staff is completed and that staff members adhere to policies and procedures.
Providing training, retraining, counseling and disciplinary action, as appropriate.
Report issues to Director of Marketing and Business Development.
Resolve customer complaints or issues, when possible.
Update reference materials, as needed.
Coordinate with marketing to be knowledgeable about all Center, Regional and Corporate marketing initiatives involving the Guest Services staff and communicate the information to staff.
Communicate with tour operators.
Assign, specific responsibilities to Guest Services Representatives: maintaining sufficient inventory of forms and supplies; organizing and ensuring sufficient inventory of marketing materials, ordering, organizing and maintaining inventory of tourism brochures; ensuring table tent program is managed, of table tents, and lost and found.
Ensure each of the assignments is done correctly and in a timely manner.
Ensure staff members routinely recommend gift cards and other amenities, as well as requesting donations to the Simon Youth Foundation.
Ensure staff members perform “roving” concierge duties to maximize our interaction and customer service to shoppers.
Create a work environment that supports innovation, creativity and teamwork.
Lead and provide guidance to the team of guest services professionals to enhance the shopping experience for shoppers.
Encourage, through role modeling and active support, a guest services team that readily accepts and adopts change.
Regularly provide personal recognition to individuals who deliver superior performance to reinforce standards of excellent work.
Provide regular coaching and feedback to customer service staff and assist the Director of Marketing and Business Development in assessing team and individual performance.
Complete all tasks required of Guest Services Supervisor flawlessly.