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Simon Property Group · 3 months ago

Supervisor, Guest Services

Orlando, FL

Full-time

Onsite

Mid Level

3+ years exp

Simon Property Group is a leading retail real estate company, and they are seeking a Supervisor for Guest Services to enhance the shopping experience at Orlando International Premium Outlets. The role involves overseeing guest services staff, managing schedules, training, and resolving customer complaints while ensuring adherence to policies and procedures.

LeasingReal EstateRetail

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

Qualification

Guest services experienceSupervisory experienceFluency in EnglishMathematical skillsMicrosoft OfficeAnother languageCommunication skillsOrganizational skillsInterpersonal skillsAttention to detail