Role impact:

To maintain a positive and professional image of the Shopping Centre by supervising the activities of the Guest Services team in providing exceptional customer service to retail clients and customers. In addition the role will support coordination of client events and client requests at the property.

 

What you will deliver: 

Guest Services 

Manage the activities of all Guest Services Representatives to ensure the timely achievements of department goals, within prescribed procedures and standard business practices Measure individual and team performance and conduct annual and ongoing review process Focus on continued coaching and development of Guest Services team, and facilitate quarterly team meetings to share important business updates  Manage the CF Shop! Card program, driving in centre sales and in collaboration with the Gift Card Specialist, develop a Corporate Client strategy, ensuring CF Shop! Card annual sales targets are achieved Lead by example in professionally providing exceptional service to all clients and visitors,  while inspiring and coaching the Guest Services team in delivering the same. Recruit, manage and train all Guest Services staff,  keeping them informed of all relevant policies and procedures, and ensuring they have the appropriate tools and information to effectively execute their duties and provide a high level of customer service Oversee a strategic approach to staff scheduling, ensuring efficiency in request and payroll processing, as well as providing intiutive scheduling during peak shopping periods Provide input on the annual budget process  pertaining to areas of responsibility, regularly monitoring on-going expenses and ensuring strategic use of funds. Ensure the CF best-in-class image is consistently maintained, as it pertains to the overall shopping centre experience and presentation. Meets with property management team, tenants, vendors, contractors and senior management to review and resolve operational challenges and implement new initiatives. Execute and support relevant Marketing strategy, offer promotions, services and amenities to drive visitation 

Client Relations 

Represent CF as a key contact in maintaining positive client (retailer) and customer relationships through professional and effective responsiveness to, and proactive consideration of, client issues, thereby ensuring that expectations and landlord criteria are being consistently met. Act as an ambassador and first point of contact for retailer inquiries and escalated customer concerns. Coordinates and distributes all relevant client(retailer) communications, seeking opportunities to proactively address common inquiries and share key centre information. Coordinate regular client (retailer) and community engagement events , focusing on opportunities to share information, seek feedback, collaborate with retailers and deliver a positive experience. Prepare event evaluation and gather feedback in order to provide appropriate parties with statistical data to determine the success of centre promotions, events and offerings Update the Retail Client Manual, collaborating with other departments to ensure all pertinent information is included and up to date Conduct regular storefront inspections to ensure clients are adhering to the CF Storefront Guidelines, addressing those who are not in compliance Other responsibilities and duties as assigned.

 

What your strengths are: 

Exceptional relationship-building & client management skills Customer service focused and ability to respond to customer needs with diplomacy and tact. Excellent communicator, both written and verbal Strong organizational and prioritization skills Able to adapt to change and can multi-task A great team player Strong problem solving skills Positive, hardworking with a professional demeanor Works well with people at all levels of an organization Excellent with time management, attention to detail and organizational skills Excellent multi-tasking ability to manage a broad scope of responsibilities

 

What you need to succeed:

 Business, Marketing, Hospitality or Public Relations University Degree/College Diploma or equivalent work experience Minimum 5 years in hospitality industry with at least 1-2 years at a supervisory level Thorough knowledge of administrative managerial practices, customer service principles, office policies and procedures, accounting procedures, public relations and promotional knowledge Digital literacy with proficiency in Excel, Word and Google Suite Standard first aid and CPR is an asset

 

Why you should join us:

At Cadillac Fairview we have been transforming communities for over 50 years.  We are so much more than our properties.  We are building leaders at all levels.  We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development.  We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.  Imagine a place where you can make a difference!

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

Are you someone who believes in our values?

Aim Higher – we strive to exceed expectations Own Your Expertise – we empower ourselves and each other Collaborate Effectively – we bring the right people together to get the right results Engage with Empathy – we objectively consider the needs of others Embrace Change – we drive, learn from, and adapt to change

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.  

CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment.  If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email cfcareers@cadillacfairview.com.

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