Guest Services Supervisor

April 5, 2022

QuadReal Property Group is a global real estate company headquartered in Vancouver, British Columbia. Assets under management are $61.2 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has evolved its capabilities to invest in public and private debt and equity markets. QuadReal invests directly, via programmatic partnerships and through operating companies in which it holds an ownership interest. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

Job Description

The Guest Services Supervisor oversees the Guest Services team and serves as a “brand ambassador”, enthusiastically promoting the Centre, its stores, programs and services. The Concierge Supervisor reports directly to the Property Manager.


  • Lead, Supervise and drive a team of three Concierge Representatives
  • Maintain a thorough knowledge of the Centre’s services; stores, store location and merchandise; special events and promotional activities
  • Prepare and provide Concierge staff scheduling
  • Daily/monthly gift card reconciliation
  • Bank Account Reconciliations and Bank deposits
  • Maintain Concierge Monthly stats
  • Gift card inventory and reconciliation
  • Gift card and pillow pack advance ordering
  • Setting up retailers POS to EML gift card system
  • Manage the Willowbrook Inquiries email account
  • Respond to incoming requests for advice and information (in person, over the telephone or via email)
  • Manage and execute Storeyline orders with team and Property Manager
  • Assist customers and provide exceptional service
  • Manage all customer complaints – in person, on the phone and email
  • Develop and maintain strong relationships with the retailers
  • Ensure that all resource materials are up to date including the Concierge manual, tenant contact lists, team contact lists, retailer head office contact lists, etc.
  • Lost, and found and wheelchair/stroller sign-out procedures
  • Create Quarterly Reports for Property Manger
  • Initiate ongoing customer service ideas and suggestions for improving and elevating service
  • Attend and participate in weekly management team meetings as well as, monthly marketing and guest services meetings
  • Ensure that the Guest Services area is “camera-ready” at all times
  • Maintain a thorough knowledge of the Centre’s services; stores, store location and merchandise; special events and promotional activities and ensure all team members are in the know
  • Be able to play an assigned role in emergency situations
  • Assist with special projects as required.
  • Spearhead community initiatives – Walking Club, Community Desk, SPC Cards

Experience and Qualifications

  • Related experience in a position requiring exceptional customer service skills
  • Experience leading a team is considered an asset.
  • Strong organizational, planning and time management skills
  • Excellent oral and written communication skills
  • Strong attention to detail and problem-solving skills
  • Ability to prioritize workload and handle competing priorities and deadlines

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the
following: Job posting #, your name and your preferred method of contact.

QuadReal has introduced a mandatory COVID-19 vaccination policy that requires full vaccination against COVID-19 for everyone working in our offices or sites. Accordingly, a successful candidate offered employment at QuadReal will need to provide proof of full vaccination prior to commencing employment,
subject exemptions permitted under applicable employment and human rights legislation. Want to learn about our end-to-end recruitment process? Click this link for a short video that will take you through each step, so you’ll know exactly what to expect.

  • Let's Keep In Touch!

    Sign up for updates on everything Willowbrook