Guest Services Representative

6 months ago

Red Deer, Canada QuadReal Full time

**About QuadReal Property Group**

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $73.8 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating companies in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

**Role Description**

The primary responsibility of Bower Place Concierge is to provide exceptional service to both mall tenants and guests, ensuring a positive and memorable experience. Your role involves being the face of the shopping mall and creating a welcoming environment. Here are key aspects of your job:
1. **Guest Relations and Administration**:

- Maintain a thorough knowledge of the Centre’s services, stores and locations, merchandise, and upcoming special events and promotional services.
- Drive and promote sales for the Bower Place gift card program.
- Complete administrative tasks and conduct all service functions related to the Concierge Desk.
- Gift Card administration including handling cash, credit and Interact payment, and reconciling receipts.

2. **Tenant Support**:

- Build strong relationships with mall tenants to understand their needs and address any concerns promptly.
- Act as a liaison between tenants and mall management, ensuring effective communication.

3. **Service Excellence**:

- Provide exceptional service by proactively seeking opportunities to create memorable customer interactions.
- Uphold a standard of service excellence by consistently exceeding customer expectations.
- Anticipate and proactively resolve issues to enhance the overall customer experience.
- Frequently navigate the mall, assisting guests, tenants and maintaining a visible presence.
- The Guest Services Representative will act as the “brand ambassador” for Bower Place Shopping Centre, enthusiastically promoting the Centre, its stores, programs, and services.
- Work efficiently under pressure during peak shopping hours and high-traffic times of year (like holidays), ensuring timely and effective service.

4. **Problem Solving**:

- Handle customer inquiries and complaints with professionalism and efficiency, seeking timely resolutions.
- Collaborate with relevant departments to address issues and improve overall service quality.

5. **Event Support**:

- Assist in the planning and execution of mall events, ensuring a seamless and enjoyable experience for participants.
- Coordinate with tenants for their involvement in promotional activities and events.

6. **Maintaining Appearance**:

- Ensure the concierge desk and surrounding areas are well-maintained and aesthetically pleasing.
- Present a professional image at all times.

7. **Safety and Security**:

- Participate in after hours Emergency Response Training Drills every quarter.
- Play active role in communications, evacuations, and muster point check-ins during evacuation emergencies.
- Stay vigilant to ensure the safety and security of all mall occupants.
- Report any suspicious activities or incidents to the appropriate authorities.
- Send our MIR3 notifications to communicate.

**Qualifications**:

- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Customer-focused with a passion for service excellence.
- Ability to multitask in a fast-paced environment.
- Knowledge of the mall layout, stores, and services.
- Previous experience in a customer service role is advantageous.

LI-AP1

LI-ONSITE

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.
- Want to learn about our end-to-end recruitment process? Click this _link_ for a short video that will take you through each step, so you’ll know exactly what to expect._

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