Job Location : Miami,FL, USA
About Us
Aventura Mall is the premier shopping destination in Miami and South Florida and one of the top shopping centers in the U.S. It is highlighted by a collection of the world's most coveted luxury brands, a selection of chef-driven restaurants, the eclectic Food Hall, the 25,000 square-foot indoor-outdoor LEVEL THREE rooftop venue, and the museum-worthy Arts Aventura Mall collection.
Aventura Mall caters to a diverse ensemble of guests from all age groups. Engage a child's imagination at Rainbow Valley Playground or take a trip down our landmark 93-foot-tall Aventura Slide Tower. Aventura Mall is an iconic landmark that is always evolving - offering something new to culture-seekers, trendsetters, and culinary connoisseurs.
Position Summary
We are seeking a highly motivated and detail-oriented individual to join our team at Aventura Mall as the Holiday Experiences Lead, overseeing our Holiday Experience at the Holiday Village and Gift Wrap program.
In this role, you will be responsible for managing the gift-wrapping and Santa experience processes, ensuring that all customers receive accurate and efficient assistance. Additionally, you will lead a team of gift wrappers and Santa ambassadors, providing guidance and support as needed.
This position requires excellent organizational skills, a keen attention to detail, and the ability to thrive in a fast-paced environment. Certainly! Here's an expanded version that includes responsibilities related to the Santa photo setup.
Responsibilities:
* Oversee Gift-Wrapping Operations: Manage all aspects of the gift-wrapping process.
* Team Leadership: In collaboration with the Concierge Manager, recruit, hire, train, and supervise a team of gift wrappers and Santa ambassadors.
* Scheduling and Coordination: Create and manage team schedules to ensure adequate coverage during peak holiday periods, balancing workload among team members.
* Training and Development: Update the training documentation, onboard employees and provide regular training sessions.
* Reporting: Provide weekly reporting including transactions, sales and product details from gift wrapping as well as daily Santa visitor count to the Concierge manager and corporate marketing team.
* Inventory Management: Monitor inventory levels of wrapping supplies and coordinate orders to maintain stock, ensuring that all materials are readily available.
* Quality Control: Implement quality control measures to ensure all wrapped gifts meet the organization's standards for presentation and service.
* Santa Photo Setup Management: Coordinate the setup and breakdown of the Santa photo area, ensuring Santa ambassadors to create a seamless photo experience for families, managing lines and ensuring that all guests are attended to promptly.
* Enhance Customer Experience: Provide exceptional customer service by assisting customers with their gift-wrapping needs and creating a welcoming atmosphere.
* Customer Engagement: Actively engage with customers, answering inquiries and promoting the Holiday Experience to enhance customer satisfaction.
* Conflict Resolution: Address any customer complaints or issues in a professional manner, ensuring a positive resolution and maintaining customer loyalty.
* Event Coordination: Assist in planning and executing special events related to the Holiday Experience, collaborating with other departments as needed.
* Concierge Support: Act as a floater on an as needed basis for the Concierge desk or supporting programs - ex. Rainbow Valley Playground.
Qualifications:
* High School Diploma High school diploma or equivalent
* Experience in a leadership or supervisory role
* Experience with cash handling and credit card transactions
* 5+ years of experience in a customer service or retail environment
* Excellent organizational skills and attention to detail
* Ability to work in a fast-paced environment
* Strong communication and interpersonal skills
* Bilingual or Multilingual preferred
* Preferred - In pursuit of CPR/First Aid as well as OSHA certifications
* Must be able to multi-task and be a team player
* Must be able to de-escalate difficult situations
* Familiarity with Aventura Mall and surrounding areas preferred
Requirements:
* Must have full use of eyes and ears, full power of speech.
* Must be able to exert well-paced ability to reach other areas of the facility on a timely basis when needed.
* Must be able to lift up to 25 lbs.
* Constantly vigilant and aware of surroundings and all aspects of the Aventura Mall Holiday Village
* In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions: Assist other Concierge Services areas in coverage when needed and greeting and assisting guest with questions, directions and services as needed
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