Supervisor, Guest Services

Guest Services Supervisor

Job Location : Orlando International Premium Outlets

Principal 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.

Minimum Qualifications :