JLL empowers you to shape a brighter way .
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
The Guest Services Supervisor is a leader who sets the tone for the Mapleview Shopping Centre’s customer service and sales interactions. The successful candidate will inspire the Guest Services team to achieve JLL’s mission of “continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience.” A key function of this role is dedicated to gift card sales with a focus on ensuring the Guest Services team meets specific sales KPIs. As an integral part of the management team this role will liaise closely with the Marketing team to enhance the brand and reputation of Mapleview with its customers, service providers and the community.

LOCATION:

On-site –Burlington, ON
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

• Oversee and manage the entire customer experience;
• Own recruiting, objectives setting, training, coaching and performance management of guest services team.
• Responsible for scheduling of Guest Services staff; actively managing the guest services budget and providing input during budget preparation
• Supervise, mentor, empower, and motivate the Guest Services team to achieve growth and hit sales targets. KPIs may include, overall sales, organic sales, and campaign sales objectives, average dollar per transaction, average unit per transaction.
• Monitor and analyze B2C and B2B organic and campaign sales, daily, weekly, monthly, and annually.
• Source new sales opportunities and develop B2B relationships by way of relationship building within the community, associations, and businesses; follow up on leads, and track progress towards meeting sales goals
• Working closely with the Marketing Manager, understand and promote marketing programs and events.
• Daily reconciliation and inventory management
• Stay informed about new products and competition status and identify market shifts.

Strategic Planning & Management:

• Responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services.
• Develop and maintain all Guest Services operating procedures and manuals.
• Awareness of the center’s Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan.

Marketing Events and Programs:

• Communicate necessary information and direction to security, maintenance staff, and/or Guest Services staff about event requirements and marketing correspondence.
• Collect/sort information for promotional tracking purposes as related to certain events/programs.
• Work closely with the Marketing Director/Manager to maintain a comprehensive understanding of all promotional activity in the center for communication to all Guest Services staff.
• Perform other duties as required/or requested.