Supervisor, Guest Services Position Available In Orange, Florida

Supervisor, Guest Services Supervisor, Guest Services locations
Orlando, FL
time type
Full time
posted on
Posted 7 Days Ago
job requisition id
R11874

Job Location:

Florida Mall Job Description Summary:

The Guest Services Supervisor is responsible for overseeing the day-to-day operation of a multi-national, multi-lingual customer service staff, potentially across multiple locations within the center. This role is crucial in driving sales by enhancing the customer’s shopping experience through the supervision of a well-trained, knowledgeable, and friendly customer service team that consistently exceeds expectations. The Guest Services Supervisor will play a key role in tourism initiatives at the center. They are expected to spend at least 50% of their time performing all tasks required of a Guest Services Representative.

Principal Responsibilities:

The successful candidate’s responsibilities will include, but not be limited to: Lead and guide the guest services team to enhance the customers’ shopping experience. Create a work environment that supports innovation, creativity, and teamwork. Interview candidates for guest services positions and recommend hires to Assistant Director of Marketing. Coordinate monthly staff training with the Assistant Director of Marketing, ensuring adherence to policies and procedures. Create and provide training, retraining, counseling, and disciplinary action, report issues to the Assistant Director of Marketing. Update reference and training materials as needed. Encourage a team that readily accepts and adopts change. Provide personal recognition for superior performance. Coach and provide feedback to Guest Services team; assist in performance assessments. Assign specific responsibilities to Guest Services Representatives, including organizing and maintaining sufficient inventory of forms, supplies, and materials. Handle lost and found. Resolve customer complaints or escalate through appropriate channels as needed. Act as liaison between Mall Management and Guest Services team. Work with all partnering departments for example housekeeping and security. Coordinate with marketing to stay informed about all initiatives and communicate them to staff. Oversee the execution of tourism initiatives at Guest Services, for a seamless visitor experience. Support Assistant Director of Marketing in outreach and follow-up for tour operators, including group and FAM (Familiarization) tours. Support Group/Tourism Programs and FAM/Property Tours, ensuring a seamless coordination and client engagement. Assist Assistant Director of Marketing in tourism voucher coordination with clients, supporting tour operator outreach efforts. Track tourist traffic, including groups and independent travelers. Manage and direct shuttle programs. Serve as liaison to tenants in communicating marketing initiatives, events and promotions. Assist in on-site management of center events, promotions and sponsorships; implement programs and measure results.​ Market the center to tenants and customers to maintain a positive perception. Serve as hotel liaison for Shop and Stay Packages, Group Tours and Programs.​ Execute and coordinate the Customer Service Initiative property wide. Grow retailer participation in tourism initiatives.​ Maintain professional appearance of information within common areas, ensuring current, accurate, and relevant information. Provide support to co-workers and to other departments; participates in team meetings and projects to achieve the center’s goals. Ensure timely completion of individual and department assignments. Ensure staff perform “roving” concierge duties to maximize customer interaction. 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 a 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). Ability to spend 100% of time on feet while providing services. Aptitude for understanding and extracting information from financial reports. Strong working knowledge of various computer software such as Microsoft Office (Word, Excel, PowerPoint), JD Edwards, OneWorld, and web-based input software. Effective verbal and written communication skills. Strong organizational and interpersonal skills with attention to detail. Ability to work a flexible schedule, including nights, weekends, and holidays. This role reports directly to the Assistant Director of Marketing. About Us Simon is a global leader in retail real estate ownership, management and development and an S&P 100 company (

Simon Property Group, NYSE:

SPG). Our industry-leading retail properties and investments across North America, Europe and Asia provide shopping experiences for millions of consumers every day and generate billions in annual retail sales. Our portfolio includes assets of national and international renown – proven assets that are the preferred location for retailers. In addition to our high quality properties, Simon is also known for our strong balance sheet, a long-tenured and well-respected senior management team, and our innovative spirit, as reflected in a 50 + year history of successful retail real estate development, management, and leasing. Simon was named Fortune’s Most Admired Real Estate Company eight times. We have experienced an explosion of growth and innovation unprecedented in the industry and we look forward to Simon’s future. Simon is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you require assistance or need to request an accommodation due to a disability, please email CandidateAccommodationssimon. Please note this email is intended only for accommodation requests related to the application and interview process. Any other correspondence will not receive a response.