Guest Services Representative

4 weeks ago

Vaughan, Canada JLL Full time

**JLL supports the Whole You, personally and professionally.**
- Maintain a thorough knowledge of the shopping centre's services, amenities/facilities, stores/locations and promotional activities;
- Proactively seek opportunities to create memorable customer interactions, assist customers and provide excellent service;
- Interact with shoppers and retailers in a courteous and efficient manner;
- Promote and sell shopping centre gift cards;
- Answer phone calls;
- Develop and maintain strong relationships with retailers and educate them about the centre's services;
- Assist guests by providing directions/information, answering questions, and performing other centre specific services;
- Maintain store knowledge about the different products, services, promotions and special events to be able to offer gift or store suggestions based on the shopper's needs;
- Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan;
- Participates in special projects and assumes other duties and responsibilities as assigned;
- Support the supervisor in certain administrative tasks (schedules, gift cards, etc).
- Maintain and update the display of travel brochures;
- Update contacts and inventories for tourist brochures.
- Assist to hire, train, and schedule Guest Services staff;
- Ensure Guest Services staff is trained to be an effective representative of the Vaughan Mills brand;
- Assist to develop schedules and prepare time sheets;
- Supervise, mentor, empower, and motivate the Guest Services team;
- Ensure staff appearance guidelines, including the ordering of uniforms for new and current staff and ensure guidelines are met;
- Communicate necessary information and direction to Guest Services staff regarding event requirements and marketing correspondence;
- Collect/sort information for promotional tracking purposes as related to certain events and programs;
- Assist the Marketing team with promotional events in the areas of ballot distribution/collection/sorting, GWPs, special event ticket sales, etc.;
- Assist Marketing team with special projects and initiatives;
- Actively contribute to the development and execution of marketing activities with a strong emphasis on special event execution and planning;
- Assist Marketing team with coordination and set up of all events / programs and signage programs;
- Establish and maintain a strong rapport with retailers;
- Correspond with retailers on regular basis (face to face as much as possible) in coordination with the Property Manager;
- Offer "on call" service to retailers with gift card issues;
- Assist to coordinate retailer Treat Day when required;
- Answer, redirect and/or follow-up on inquiries related to marketing, operations, security, or Guest Services;
- Coordinate new programs as requested by Management Team.
- Other duties as required
- Assist with maintenance of gift card inventory, coordination of orders, and monthly inventory requests;
- Drive gift card sales. Understand sales performance/key trends and communicate pertinent information to management and Guest Services staff;
- Assist in submitting monthly Gift Card sales reports to Administrators, Marketing Manager and General Manager;
- Distribute materials to retailers as necessary;
- Train and set up new retailers and resolve any gift card inquiries/issues;
- Maintain corporate contact list and send thank you cards for purchases over $500;
- Coordinate corporate bonus gift card program.
- Be an effective leader and trainer for Vaughan Mills guest services staff
- Assist Guest Services Supervisor to schedule training sessions for the calendar year, and ensure participation in training.
- Address and resolve complaints (tenant, customer, etc.)
- Act as a backup for administrative staff (reception, traffic collection, reporting etc.)
- In collaboration with Operations staff members, update the tenant contact list: collaborate with Security and other departments to validate the information and process required updates accordingly.
- Perform other duties as required and/or requested.

Key requirements
- Minimum High school diploma required;
- 3 to 5 years of supervisory experience in a customer service or hospitality related industry;
- Experience working with the public with a track record of providing exceptional customer service;
- Strong leadership and supervisory skills;
- Conflict resolution/management skills;
- Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times;
- Strong oral and written communication skills;
- Ability to work independently and as part of a team;
- Excellent organizational skills;
- Demonstrated ability to multi-task and work effectively in a fast-paced environment;
- Strong computer skills (MS Office); internet savvy and social media knowledge;
- Must be flexible and able to work weekends, nights

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