Guest Experience Representative, Lead Hand

2 days ago

Edmonton, Canada Oxford Properties Full time

Why join us?

Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.

At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.

We are looking for an outgoing, highly motivated Guest Services Representative Lead Hand to join our team at Kingsway Mall located in Edmonton. Committed to providing an exceptional Guest Experience, in this role you will ensure every Guest interaction is carried out in a professional, courteous and efficient manner. In partnership with the Supervisor, you will also be responsible for support and mentoring of the Guest Services team, including delegation of work, response to Guest complaints, motivate Guest Services team and overall go to person.

You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and

focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above

and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

**the person has to able to work nights and weekends

**As a member of this team, you will be responsible for**:

- Maintaining a detailed knowledge of the shopping centre's services, amenities/facilities, stores/locations and promotional activities.
- Proactively seeking opportunities (using good judgment) to build memorable Guest interactions, assist customers and provide excellent service.
- Interacting with shoppers and retailers in a courteous and efficient manner.
- Maintaining good eye contact with customers when not engaged in required tasks.
- Developing and maintain positive relationships with retailers and educate them about the centre's services.
- Assisting guests by providing directions/information, answering questions, and performing other centre-specific services as assigned.
- Maintaining store knowledge about merchandise, price points, sales or special events to be able to offer gift or store suggestions based on the shopper's needs.
- Conducting all service functions of the Guest Relations/Guest Services kiosk including selling gift cards, faxing / photocopying, and other services as the need arises.
- Assisting in development, execution, and training of the Guest Service team
- Being an ambassadors for all guest services programs and initiatives.
- Maintaining day to day service & administrative tasks related to Guest Services
- Working with Guest Services Supervisor to supervise Guest Services staff schedules and training.
- Assisting with Non-Profit bookings & promotional events as the need arises.
- Ensuring expertise in gift card procedures and responsible for Safe Access for Gift Card inventory and bank deposits. Key importance is to focus on Guest engagement, issue resolution and ensure Guest Services Representatives are functioning at efficient levels.
- Maintaining accuracy in all Guest facing communication tool (phone messages, website, socal media outlets, pamphlets, directories, and communication).
- Participating in special projects and assume other duties and responsibilities as assigned.
- Awareness 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.
- Awareness of the centre's Health and Safety Manual and maintain a clear understanding of Guest Services role and areas of responsibility as a supervisor.

**To succeed in this role, you**:

- have completed high school. Post-secondary education is preferred in a related field (ie/ hospitality)
- have a minimum 3 years of direct guest service experience
- have a minimum of two years of Supervisory experience
- demonstrate a positive attitude and a strong desire to provide excellent guest service
- are an effective communicator with proven skills in connecting well with shoppers

**Our story**:
Oxford Properties Group (“Oxford”) is a leading global real estate investor, asset manager and business builder. It builds, buys and grows defined real estate operating business with world-class management teams. Established in 1960, Oxford and its portfolio companies manage approximately C$70 billion of assets across four continents on behalf of their investment partners. Oxford’s owned portfolio encompasses office, logistics, retail, multifamily residential, life sciences and hotels; it spans more

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