Guest Services Lead

About Leyad

Leyad is a Montreal-based real estate investment and management firm with a diverse portfolio of residential and commercial properties across Canada. For over a decade, we've focused on creating long-term value through strategic, sustainable investments and a commitment to excellence. Our success stems from our ability to identify opportunities where others see challenges and consistently deliver strong results for our clients and tenants.

Position Summary

We are seeking a customer-focused and organized Guest Services Lead to support the day-to-day operations of the Guest Services team at our shopping centre. This individual will play an important role in delivering an exceptional guest experience by providing leadership and guidance to team members, assisting with guest inquiries and concerns, and ensuring that the Guest Services desk operates efficiently and professionally.

The ideal candidate is a proactive problem-solver with strong communication and interpersonal skills who enjoys working in a fast-paced, customer-oriented environment.

Key Responsibilities

• Provide day-to-day guidance and support to Guest Services team members, ensuring a consistent and high-quality guest experience.
• Assist with coordinating daily operations, including scheduling support, task assignments, and team coverage as required.
• Serve as a point of escalation for guest inquiries, complaints, and service-related concerns, ensuring timely and professional resolutions.
• Maintain a strong presence at the Guest Services desk and lead by example in delivering friendly, welcoming, and professional service.
• Ensure the team is knowledgeable about shopping centre amenities, retailers, promotions, events, policies, and available services.
• Support the planning and execution of shopping centre events, seasonal initiatives, promotions, and guest engagement activities.
• Assist with the administration of guest services programs, including gift card sales, lost and found, accessibility services, and other guest-related offerings, as applicable.
• Maintain accurate records, prepare reports, and communicate guest feedback, recurring concerns, and operational updates to management.
• Collaborate with the Operations, Marketing, Security, and Maintenance teams to address guest needs and support smooth shopping centre operations.
• Monitor the cleanliness, organization, and presentation of the Guest Services area to ensure it remains professional and welcoming.
• Assist with onboarding and training new team members, reinforcing service standards, procedures, and company policies.
• Identify opportunities to improve guest satisfaction, team efficiency, and overall service delivery.
• Perform other related duties as required.

Qualifications and Experience

• Previous experience in customer service, hospitality, retail, or a guest-facing role.
• Previous leadership or supervisory experience is considered an asset.
• Strong interpersonal, communication, and problem-solving skills.
• Demonstrated ability to handle guest concerns professionally and resolve issues effectively.
• Excellent organizational skills, with the ability to prioritize multiple tasks in a fast-paced environment.
• Strong attention to detail and the ability to maintain accurate records.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to work collaboratively with multiple departments and build positive working relationships.
• Flexibility to work evenings, weekends, and holidays as required by shopping centre operations.

Why Join Leyad?

At Leyad, you'll join a collaborative and forward-thinking team that values integrity, innovation, and excellence. As a Guest Services Lead, you'll play an important role in creating a welcoming and positive experience for visitors while supporting the day-to-day operations of our shopping centre. Working alongside a dedicated team, you'll have the opportunity to demonstrate your leadership skills, enhance guest satisfaction, and contribute to a vibrant shopping centre environment while growing your career in a dynamic and supportive organization.

Pay: $48,000.00-$55,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• Vision care

Work Location: In person