Guest Services Representative (FT)

Description

• Receive and direct all incoming calls and inquiries via telephone, two-way radio or visitors by answering questions or forwarding to the appropriate station to ensure inquiries are answered promptly and a high level of customer service is maintained.
• Connect with customers on a pro-active and regular basis by informing them of pertinent information to improve the positive image of the shopping centre and encourage repeat traffic.
• Maintain ongoing interaction with shopping centre customers and act as liaison between customers, security, maintenance, marketing and all shopping centre departments at the administrative level.
• Roam throughout the entire shopping centre and station at specific hotspots to assist traffic flow and direct visitors/shoppers to follow the traffic signs.
• Develop and cultivate relationships with the community and shopping centre retailers (property level) to be proficient in community activities and in mall fashions, mall events and programs.
• Deliver guest services programs daily to shoppers which includes: gift card sales, complimentary strollers/wheelchairs/walkers, retail and community information as well as promotion of mall events.
• Generate a variety of weekly reports by accessing appropriate information to provide the Guest Services Supervisor with up-to-date status.
• Dispatch Security and Maintenance personnel from portable radio system.
• Maintain the Guest Services database; ensure customer information is kept current.
• Assist the Marketing Department with the execution of marketing programs as required.
• Maintain a log to record up-to-date information regarding special events, promotions, changes and visitor concerns.
• Coordinate gift card sales at Guest Services which include supervising the maintenance of related files by reviewing information in the system such as daily sales journal, reconciliation of daily sales report and inventory levels in order to increase revenues and ensure and accurately record transactions for accounting and forecasting purposes.

Requirements

• Ability to stand for extended periods of time and walk the Centre while interacting with guests.
• Excellent communicator, both written and verbal.
• Previous experience in the hospitality field preferred.
• Strong organizational skills, ability to multi-task and attention to detail.
• Ability to assess, take initiative and fulfill customer and tenant expectations.
• Able to work well under pressure with minimal direction and meet deadlines.
• Professional and polished.
• Responsible, punctual and excellent ability to interact with the public.
• An outstanding teammate with strong interpersonal skills.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance