Supervisor, Guest Experience

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Why join us? We are looking for a Guest Experience Supervisor to join our team at Southcentre Mall in Calgary. Reporting to the Property Manager, you will be responsible for the day-to-day operations of the Guest Experience program and lead a team of Guest Experience Representatives. The Guest Experience Supervisor and their team are committed to providing exceptional guest experiences and ensuring every guest interaction is carried out in a professional and efficient manner, with hospitality leading interactions with shoppers, tenants, and all relevant stakeholders alike.  This is a customer-facing position stationed at the Guest Experience desk.You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.Key Responsibilities:  
Guest Experience Team Leadership

Provide daily leadership, guidance, and support to all Guest Experience staff;
Develop content for and facilitate staff training sessions, typically twice per year or as needed;
Create schedules according to business needs with a proactive approach to ensure seamless operations;
Uphold staff guidelines such as uniforms, and service standards through phone, in-person, or online;
Oversee the overall appearance of the Guest Experience desk to ensure appropriate standards are met and deficiencies are reported and addressed in a timely manner; and,
Work alongside Human Resources to recruit for Guest Experience Representative roles as needed and provide on-boarding training.
Gift Card Program

Expertly manage the sale of Southcentre gift cards in accordance with the national gift card program directives;
Keep the team updated on all policies and procedures for the program and make certain they are being followed;
Complete regular gift card reconciliations and monitor inventory levels; and,
Stock kiosks with gift cards daily, ensure everything is working as required, including troubleshooting personally or with kiosk vendors.
Tenant& Mall Customer Interactions

Effectively answer inquiries related to Southcentre Mall events, promotions, and retailer updates;
Manage customer escalations ensuring satisfactory resolution;
Ensure all tenants are set up to use the Southcentre gift card and troubleshoot any tenants who experience issues; and,
Assist/Lead various on-site projects related to the overall guest and tenant experience. For example, OxComm by Oxford tenant communications app and Elevate by Oxford hospitality program.
Other Duties

Support the administration team as needed with team events, special projects, or when support is required; and
Assist other departments as required.
To succeed in this role, you have:
3-5 years of supervisory experience in a customer service and/or hospitality related industry;
Proven success in leading and developing a team;
Positive attitude and a passion for providing exceptional guest experiences; 
Ability to effectively communicate and build rapport with various internal and external stakeholders;
Must be able to work well in a fast-paced environment, with the capability to problem-solve and multi-task, while maintaining a high-level of professionalism;
Strong written and verbal communication skills;
Conflict resolution and de-escalation skills;
Computer skills – including strong knowledge of Microsoft Office programs;
Effective organizational and time management skills;
Ability to work a flexible schedule of days, evenings, weekends, and holidays.
#IND1

Oxford's purpose is to strengthen economies and communities through real estate.
Our people-first culture is at its best when our workforce reflects the communities where we live and work — and the customers we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.