Supervisor, Guest Services

Job Location:

Orlando International Premium Outlets

PRINCIPAL RESPONSIBILITIES:

The successful candidate's responsibilities will include, but not be limited to:

* 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:

* High school diploma or equivalent. Some college or professional school preferred

* Minimum of 3 to 5 years of guest services experience in fast-paced environment

* Solid mathematical skills

* Previous supervisory experience preferred

* Must be fluent in English (oral & written);
Proficiency in at least one other language is preferred (French, Spanish, Portuguese, Mandarin, Japanese, Korean, German)

* Proficient user of Microsoft Office (Word, Excel, PowerPoint)

* Ability to spend 100% of his/her time on their feet when providing services to all internal and external customers

* Aptitude for understanding financial reports and extracting information

* Strong working knowledge of various computer software such as Microsoft Office, JD Edwards, One World, and Web based input software

* Effective verbal and written communication

* Strong organizational and interpersonal skills with attention to detail