Schaumburg Business Association

Manager Guest Services

Posted: 06/30/2019

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

 

PRINCIPAL RESPONSIBILITIES: 

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

  • Responsible for representing Simon to guests by providing high quality, efficient, friendly, and energetic service
  • Delivers on all Simon Service initiatives and delivers excellent service to guests
  • Serves as “Seller” function of the Simon Gift Card program, and/or other payment products
  • Oversees daily financial management (including responsibility for own deposit and reconciliation) of all initiatives sold at Simon Guest Services including Simon Gift Cards, and other mall programs
  • 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 guest and retailer inquiries and advise on the appropriate resolution
  • Develop programs to build incremental personal and corporate gift card sales through research, marketing efforts and networking events
  • Implements and follows all cash handling procedures per corporate guidelines for the POS and all Simon income-generating initiatives
  • 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 performance reviews and ongoing coaching
  • Responsible for communicating goals and performance expectations for all team members to achieve stretch for local and corporate initiatives
  • Manages staffing, budget and schedules for Simon Guest Services
  • Maintains a good rapport with mall retailers and knowledgeable about store locations, special in-store events, and product information
  • 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 partner programs in order to ensure products and programs are executed to guests with flawless execution
  • Serves as a liaison to retailer in communicating local and corporate marketing initiatives
  • Ability to capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g. email or mobile information, charity donations)
  • Provides support and assistance to co-workers and to other departments as requested by supervisor; participates in team meetings and efforts to implement the center’s projects and achieve the center’s goals
  • Responsible for training Guest Services Representatives on policies and procedures of Simon in addition to activities, promotions, and services initiatives provided at Simon Guest Services measured through Simon Mystery Shop of employees and team
  • Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Gift Cards,  Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other initiatives
  • Maintains confidentiality and follows the code of ethics
  • Assists in the marketing of the center to retailers as well as guests with the expectation of improving guest and retailer perception of the center (e.g. networking events, social media channel postings)
  • Communicates on a consistent basis with retailers on hiring needs and post when necessary to the local website
  • Responsible for managing all tourism initiatives (including individual and group tours), VIP Shopper program enrollments and tracking, and other programs unique to specific centers

 

MINIMUM QUALIFICATIONS:

  • High school diploma or equivalent.  Some college or professional school preferred
  • Minimum 3 years of management, retailer, hospitality, service or sales experience in a fast paced environment
  • Proficient mathematical skills
  • Knowledge of administrative procedures, customer service principles and practices
  • Aptitude for understanding financial reports and extracting information
  • Strong working knowledge of various computer software such as Microsoft Office and Social Media (Salesforce preferred)
  • Effective verbal and written communication
  • Strong organizational and interpersonal skills with attention to detail
  • Ability to prioritize, coordinate, multi-task and demonstrate initiative
  • Ability to work a flexible schedule including weekdays, weeknights, weekends, and holidays