Beverly Center- Full Time Guest Services Manager (Los Angeles, CA)

JOB DESCRIPTION:

Beverly Center, is currently seeking a full time Guest Services Manager to oversee the shopping center’s Guest Services department. The primary goal of the position is to ensure that all guests receive a high level of quality service that is expected from a top tier shopping center. The Guest Services Manager will direct the day-to-day activities and development of 6-8 guest services personnel. The ideal applicant will possess a thorough knowledge of Los Angeles 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, as well as concierge or similar experience.

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 and Ticketmaster programs and maintain equipment
• Knowledge of telephone system, and radios
• Inspection of strollers and wheel chairs 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 commensurate with experience, as well as a competitive benefits package.

CONTACT:

Please fax resume and letter of interest to (616) 825-5987, or submit via e-mail to Courtney@infoplaceusa.com

Posted By: Sarah Haroon