Job Description

Why join us?Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.Oxford\xe2\x80\x99s commitment to customer service forms the foundation for everything we do. Invested in delivering service excellence, Oxford offers a dynamic and collaborative team environment with several growth opportunities. We are committed to delivering exceptional service in every interaction, every day. Reporting to the Guest Experience Manager, and working alongside fellow Guest Experience Supervisors and Guest Experience Coordinator, you will be committed to providing an exceptional guest experience and ensuring every guest interaction is carried out in a professional, courteous and efficient manner. The Guest Experience Supervisor will be responsible for day-to-day operations of the Guest Experience department at Yorkdale Shopping Centre.As a member of this team, you will be responsible for:Administrative\xc2\xb7 Work alongside the Guest Experience Manager and Human Resources to recruit for all Guest Experience roles and deliver on-boarding training.\xc2\xb7 Oversee the training of all new hires to ensure all representatives are prepared and can effectively represent Yorkdale\xe2\x80\x99s brand.\xc2\xb7 Facilitate and assist staff meetings for the Guest Experience department.\xc2\xb7 Effectively communicate all in-centre events, store closures/openings and relocations in a timely manner.\xc2\xb7 Assist Guest Experience Coordinator with employee scheduling templates, payroll, training and vacation approvals, corporate gift cards, and ensure constant adaptation to operational needs.\xc2\xb7 Assist in monitoring inventory levels and expenditures to ensure prudent budget management.\xc2\xb7 Participate in special projects and other duties as needed.\xc2\xb7 Assume other responsibilities as assigned.In-Centre Supervision\xc2\xb7 Model exemplary customer service by devoting 80% of the work week to in-centre service monitoring and support, including offering services and selling gift cards.\xc2\xb7 Responsible for being an expert of the National Gift Card Program, including gift card procedures, gift card selling, and daily reconciliations.\xc2\xb7 Responsible for the day-to-day operation of the Guest Experience Kiosks.\xc2\xb7 Manage the overall appearance of all Guest Experience locations to ensure appropriate standards are met and deficiencies are being reported and addressed in a timely manner.\xc2\xb7 Key importance is to focus on guest engagement, issue resolution and ensure Guest Experience are functioning at optimal levels.\xc2\xb7 Support with event planning and developing operational strategies for in-centre promotional offers\xc2\xb7 Provide leadership, encouragement, recognition, performance management, and development to all Guest Experience staff members.\xc2\xb7 Support with guest/and or team concerns, including documentation, timely follow-up and notifying relevant departments to ensure the guest/team members satisfaction.\xc2\xb7 Establish and uphold staff guidelines (example: Uniform, Phone, In-Person, and Online Service Standards)\xc2\xb7 Ensure all Oxford Service Excellence standards are being followed and met throughout every interaction, every day.\xc2\xb7 Assist/Lead various on-site projects/initiatives that intercept with the overall customer experience.\xc2\xb7 Oversee Shopping Centre programs/services and assist the other staff members when needed.\xc2\xb7 Assume other responsibilities as assigned.To succeed in this role, you:\xc2\xb7 College Diploma/University Degree with a focus on hospitality/tourism, marketing or a related program.\xc2\xb7 3 to 5 years of supervisory experience in a customer service and/or hospitality related industry.\xc2\xb7 Ability to inspire excellence and lead a large team.\xc2\xb7 Positive attitude and a passion for providing exceptional guest experiences\xc2\xb7 Ability to effectively communicate and build rapport with the Guest Experience team, as well as retailers, management, service providers, and all shopping centre personnel.\xc2\xb7 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.\xc2\xb7 Adapts quickly to change in work requirements; can re-prioritize\xc2\xb7 Strong written and verbal communication skills.\xc2\xb7 Conflict resolution and management skills.\xc2\xb7 Computer skills \xe2\x80\x93 including working knowledge of Microsoft Office programs.\xc2\xb7 Effective organizational and time management skills\xc2\xb7 The ability to work a flexible schedule of days, evenings, weekends, and holidays.Our story:Oxford Properties Group (\xe2\x80\x9cOxford\xe2\x80\x9d) is a leading global real estate investor, asset manager and business builder. It builds, buys, and grows defined real estate operating business with world-class management teams. Established in 1960, Oxford and its portfolio companies manage approximately C$87 billion of assets across four continents on behalf of their investment partners. Oxford\xe2\x80\x99s owned portfolio encompasses office, logistics, retail, multifamily residential, life sciences, hotels, alternatives and credit in global gateway cities and high-growth hubs. A thematic investor with a committed source of capital, Oxford invests in properties, portfolios, development sites, debt, securities, and real estate businesses across the risk-reward spectrum. Together with its portfolio companies, Oxford is one of the world\xe2\x80\x99s most active developers with over 80 projects currently underway globally across all major asset classes. Oxford is owned by OMERS, the Canadian defined benefit pension plan for Ontario\'s municipal employees.For more information on Oxford, visitOMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

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