Dolphin Mall, located in Miami, FL, is currently seeking a full time Guest Services Manager to oversee the shopping centers guest services department. The primary goal of the position is to ensure that all guests receive a high level of quality service while visiting the shopping center. The Guest Services Manager will direct the day-to-day activities and development of 4-5 guest services personnel. The ideal applicant will possess a thorough knowledge of Miami and the surrounding areas, as well as upcoming events, and will be able to handle all guest inquiries. Applicants must have 3-5 years of management experience. Applicant must be bilingual.
Responsibilities:
Communication
Communicate effectively with mall management, tenants, and customers
Establish a strong rapport with retailers and distribute information as necessary
Act as a liaison between customers and mall management
Attend all mall management team meetings
Maintain awareness of issues pertinent to center and report as necessary
Team Leadership
Interview and hire staff
Provide new employee training, as well as continued employee team training and evaluation
Prepare staff meetings and provide minutes to supervisor and mall management staff
Establish shifts and create a weekly work schedule for staff, making accommodations when necessary
Resolve issues and administer discipline as needed
Evaluate employees to improve performance
Set booth and individual performance goals
Set goals for Guest Services Representatives and monitor and report results
Promote and monitor operating policies
Trouble shoot customer issues
Drive customer service team to achieve a high level of customer service
Training
Provide ongoing training opportunities for all Guest Services Representatives
Initiate training exercises and programs to elevate the knowledge of the Guest Services Representatives
Administrative
Accurately complete daily, weekly, and monthly reports and meet deadlines
Daily reconciliation of gift card monies
Create memos and informational pieces for staff
Scheduling and payroll
Knowledge
Knowledge of shopping center stores and restaurants and their product lines
Knowledge of the trade area surrounding the shopping center, including current events
Knowledge of area hotels, restaurants, and transportation systems
Technical/Operations
Troubleshoot gift card program and maintain equipment
Maintain copy and fax machine where applicable
Knowledge of telephone system, and radios where applicable
Inspection of strollers and electric scooters for safe and proper operation
Marketing
Support mall marketing initiatives
Manage customer service staff participation in promotional activities
Manage day to day operations of shopping center gift card program, including corporate orders as necessary
The Guest Services Manager must be available for a variety of shifts, including a mix of days, nights, and weekends. This position offers a salary of $14.00 per hour, as well as a competitive benefits package.
When applying online, please specify in the subject line that you are applying for the position of Guest Services Manager at Dolphin Mall. Please fax resume and letter of interest to (616) 825-6180, or submit via email to svandenberg@infoplaceusa.com
- Location: Miami, FL
- Compensation: $14.00/hour
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.