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Guest Services Manager

PRIMARY PURPOSE:  

This position is accountable for enhancing the profitability of Simon Guest Services in order to maximize its return on investment through sales goals and strategies.

This may be accomplished by directing, managing and coordinating the efforts of the sales staff through the creation of sales goals, sales strategies and cooperative efforts with related mall management and marketing activities.   This position is the front line position and Simon’s interaction with its customers; consequently, strong sales and customer service skills are essential.

PRINCIPAL RESPONSIBILITIES:  

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


* Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Kidgits Club program, Ticketmaster, other payment products, and / or other mall programs


* Oversees daily financial management (including responsibility for own deposit and reconciliation) of all initiatives sold at Simon Guest Services including Simon Giftcards, Simon Kidgits Club, Ticketmaster, and Simon Youth Foundation


* Responsible for representing Simon to customers by providing high quality, efficient, and friendly service


* Responsible for maintaining a professional physical appearance of Simon Guest Services including marketing materials; signage, displays, and ensuring that all displayed information is current and relevant


* Ability to respond to customer inquiries and advise on the appropriate resolution


* Trains new Guest Services Representatives on policies and procedures of the Simon Property Group in addition to activities, promotions, and services provided at Simon Guest Services


* Directly supervise the performance of guest services staff to ensure a productive work environment; which includes recruiting, interviewing, hiring, and training of all Guest Services Representatives, as well as conduct all necessary discipline procedures, annual job reviews, and HR payroll increases as defined by Simon’s policy and procedures


* Responsible for communicating goals and performance expectations for all team members to achieve stretch for SBV/Local/Regional initiative


* Manages staffing and schedules for Simon Guest Services


* Maintains a good rapport with mall staff, regional staff, home office, and partner representatives and provides feedback regarding key areas


* Knowledgeable about all aspects of SBV corporate and partner programs in order to ensure products and programs are sold to customers with flawless execution


* Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program (personal  and corporate sales), Simon Kidgits Club, Retailer Showcase, and Ticketmaster


* Ability to capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g.

email or mobile infor...




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