Supervisor, Guest Services II / Marketing Coordinator (13 month contract)

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Date Posted: 11/26/2021

Location: CF Fairview Park, Kitchener, ON, CAN

Reference No.: 2021-9146

Department: Property Guest Services

Position Type: Contract - Full Time

Job Grade: D

Role impact:

This split role will supervise activities of the Guest Services team in providing exceptional customer service to retail clients and customers, along with supporting the Sr. Manager Regional Marketing and Director of Regional Marketing with the implementation of all marketing events and initiatives at the property.


What you will deliver:

Guest Services

  • Manage the activities of all Guest Services Representatives and Team Lead to ensure the timely achievements of department goals, within prescribed procedures and standard business practices

  • Provide outstanding customer service while inspiring staff to do the same and enable ongoing professional development

  • Recruit and supervise all Guest Services Representatives and keep them informed of all relevant policies and procedures;Approve the training program organized by the Team Lead.

  • Measuring individuals and team performance through the annual and ongoing review process

  • Approve and review schedule provided by the Team Lead and provide an accurate budget for the payroll.

  • Prepare and approve Guest Service meetings organized by the Team Lead.

  • Manage and support program initiatives from implementation to launch ensuring all are on strategy, in addition to compiling survey information to determine the success of the promotional event.

  • Provide input in the annual budget process for the department and actively ensure to stay within the prescribed budget

  • Manage the Gift Card program sales at Guest Services and develop a Corporate Client growth strategy ensuring Gift Card annual sales are in accordance with annual sales targets

  • Forge strong relationships with our retail partners and gain their feedback when creating an annual plan for the Guest Services team to engaged them

  • Perform a variety of administrative duties such as correspondence, filing, faxing and updating contractors lists to ensure accurate information is available and to enable the efficient operation of the services



  • Partner with Sr. Manager Regional Marketing to execute all National in property experiences/activations and oversee "onsite" delivery of marketing initiatives at property including issue management, quality control and vendor management

  • Support retail clients in their communication needs.  Including and not limited to, store openings, anniversary events, ongoing monthly management of client marketing menu of all property assets and collaborating in the development of national retail client support plans for multiple property support

  • Support execution of national promotions, client events, specialty leasing,  sponsorships, signage at property

  • Work with the Sr. Manager, Regional Marketing to drive various property marketing activities by determining an action plan for implementation to drive traffic, dwell time, sales and market share; Depending on scale Marketing Coordinator required to see local program from conception to completion, including building the plan, execution and post reporting

  • Coordinate with local production vendors as necessary in the execution of marketing activities,  as well as engaging vendors and contributing to the overall program briefing process for broader marketing and communication teams

  • Collect data to prepare and ensure the accuracy of standardized reports that detail the performance of the annual marketing plan;

  • Provide and maintain courteous, professional and efficient service to internal/external clients and community groups by responding to requests for information and redirecting inquiries beyond own scope of expertise in order to maintain good levels of client service;

  • Partner with the Senior Regional Manager and Accounting to track and manage the annual marketing budget to ensure financial resources are utilized in the most fiscally responsible manner;

  • Assist Marcomm & Social Communications to generate content ideas that support the local social media strategy 

  • Conduct regular checks of competitive shopping centres and venues, including and not limited to the physical space, retail mix, physical activations, social media and digital presence

  • Support Brand, Ravel and Digital & Innovation/Technology teams with the setup, scoping, communication, execution and launch of any new products and initiatives

  • Support leasing team onboarding new clients to the shopping centres


What your strengths are:

  • Excellent verbal and written communication skills;

  • Excellent organizational and prioritizing skills;

  • Good problem-solving skills;

  • Adaptability and multi-tasking;

  • Attention to detail and strong time management skills

  • Strong team-building and negotiation skills a must;

  • Superior customer service orientation and ability to respond customer needs with diplomacy and tact;

  • Media relations and public relations skills;

  • Understanding of market research an asset.

  • Positive, hardworking with a professional appearance and demeanor


What you need to succeed:

  • Business, Marketing, Hospitality or Public Relations University Degree/College Diploma or equivalent work experience

  • Minimum 5 years work experience in hospitality industry or related with administrative and managerial experience

  • Thorough knowledge of administrative managerial practices, customer service principles, office policies and procedures, accounting procedures, public relations and promotional knowledge

  • Digital literacy with proficiency in Excel, Word and Google Suite

  • Knowledge of brand management; marketing and advertising theory; digital media; financial and budget management;

  • Computer literate and proficient in the use of Word, Excel and PowerPoint.

  • Standard first aid and CPR is an asset

Why you should join us:

At Cadillac Fairview we have been transforming communities for over 50 years.  We are so much more than our properties.  We are building leaders at all levels.  We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development.  We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.  Imagine a place where you can make a difference!


At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.


Are you someone who believes in our values?


  • Aim Higher – we strive to exceed expectations
  • Own Your Expertise – we empower ourselves and each other
  • Collaborate Effectively – we bring the right people together to get the right results
  • Engage with Empathy – we objectively consider the needs of others
  • Embrace Change – we drive, learn from, and adapt to change


At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.  We’re ready to meet you there – are you?


CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment.  If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email


CF currently has a vaccination policy that is a condition of employment.