Guest Services Manager

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management are $85 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating platforms in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

www.quadreal.com

Role Description

Based out of Oakridge Park, this position reports directly to the General Manager - Tenant and Guest Experience. With a high level of commitment to providing an exceptional customer experience, this position is required to anticipate and meet our customers' needs with the highest level of quality and attention to detail. The Concierge Manager works with the entire Concierge team to ensure every customer interaction is carried out in a professional, courteous and efficient manner. As an integral part of the visitor experience, this position will liaise closely with the property management and marketing team, service providers and the community.

Strategic Planning and Management

• Assist the General Manager - Tenant and Guest Experience and Marketing Team to develop strategic plans and tactics for improving customer service offerings for shoppers, retailers, tenant employees and contractors.
• Manage the Concierge budget and provide input during budget preparations (both operations and marketing); provide rationale for allotted concierge staff hours.
• Responsible for the tracking, analyzing and reporting of all concierge service programs and marketing results including gift card sales.
• Coordinate, design, and implement a comprehensive and customized concierge training program and manual; regularly update the program to keep it timely and functional; ensure that training is conducted for all staff on a regular basis.
• Develop and maintain a Concierge manual.
• Provide insight into customer needs, methods for differentiating Oakridge Park from the competition, and tactics for "surprising and delighting" customers and retailers.
• Actively promote and champion the Oakridge Park customer service culture in relation to the Oakridge Park brand
• Proactively research and explore new and innovative programs to introduce to the property to enhance and/or elevate the Oakridge Park experience.

Hiring, Training and Supervising Staff

• Hire, train, and schedule Concierge staff with the support of the Concierge Supervisor. Ensure Concierge staff members are trained to deliver exceptional service and experience.
• Develop schedules and prepare time sheets.
• Supervise, mentor, empower and motivate the Concierge team.
• Meet team members regularly to provide feedback on performance and manage performance issues.
• Establish staff appearance guidelines, including the ordering of uniforms for new and current staff and ensure guidelines are met.
• Implement non-monetary recognition for Concierge staff.
• Ensure budget of staffing hours is maintained.
• Schedule, organize and attend Concierge meetings.
• Ensure all staff members complete Oakridge Park customer service training

Gift Cards

• Understand and administer all gift card policies and procedures
• Work with the Property Administrator to complete daily reconciliation reports and deposits, following company policies and procedures.
• Maintain inventory of gift cards, coordinate the orders and respond to monthly inventory requests from Gift Card provider
• Coordinate orders of packaging and printed materials as related to the sales of gift cards.
• Drive gift card sales. Understand sales performance/key trends and communicate pertinent information to management and Concierge staff
• Submit monthly reconciliation reports to the Property Administrator and General Manager
• Distribute materials to retailers, as necessary.
• Train and set-up new retailers and resolve any gift card inquiries or issues.

Marketing Events, Promotions and VIP Program

• Support the Marketing Team to maintain a comprehensive understanding of all promotional activities in the centre for communication to all Concierge staff. Ensure all Concierge team members are fully aware of current and upcoming events, promotions and programs.
• Be the front facing liaison and support for Marketing with respect to the VIP program

Tenant Relations

• Establish and maintain a strong rapport with tenants
• Correspond with tenants on regular basis (face to face as much as possible).
• Offer "on call" service to retailers with gift card issues.
• Answer, redirect and/or follow-up on inquiries related to marketing, operations, security, etc.

Daily and Monthly Miscellaneous Administrative Duties

• Manage cash transactions, credit application processing, inventory control, cash deposits, revenue and expense reports.
• Manage petty cash, following company policies and procedures.
• Submit monthly reports for sales and tracking of events.
• Complete monthly report that tracks gift card sales and other key statistics
• Perform other duties as required

Experience and Qualifications

• A minimum of 3-5 years experience in a lead customer service, hospitality, retail and/or marketing position
• Strong leadership and supervisory skills.
• Minimum 3 years experience in the development and delivery of full service programs and staff supervision/training.
• Positive attitude and a strong desire to provide excellent customer service.
• Strong oral and written communication skills.
• Conflict resolution/management skills.
• Proactive, approachable and solution focused.
• Ability to work independently and as part of a team.
• Excellent organizational skills.
• Resourceful with a professional customer service oriented manner.
• Ability to multi-task and work effectively in a fast-paced environment.
• Computer skills (Microsoft Word, Excel, Access, PowerPoint and Publisher).
• Must be flexible and able to work weekends, evenings and holidays.

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