Guest Services Representative

2 months ago

Kingston, Canada Primaris REIT - Cataraqui Centre Full time

**Role Summary**

The purpose of this position is to deliver outstanding customer service to all patrons and tenants of the property. This position is one of the first points of contact for customers and tenants and must have a positive attitude towards all clients. This position is also responsible for administering specific property programs such as gift cards, community clubs and contests.

**Role Responsibilities**
- Demonstrate exceptional customer service to all patrons and tenants by being knowledgeable about the property and its offerings
- Assist in the facilitation of the property gift card program
- Assist in the administration of the “lost and found” program by logging items and helping to match lost items with owners
- Provide directions within the property to shoppers
- Answer incoming calls on both the internal and external telephone lines
- Regulate and monitor the use of the “Parenting Room” by registering patrons who request to use the service (where applicable)
- Restocks supplies in the “Parenting Room” (where applicable)
- Provide support to other departments as requested
- Maintain employee manuals by ensuring the information is up-to-date
- Coordinate the rental of strollers, wheelchairs, coat and parcel check etc.
- Administer refunds for vending machines upon request
- Continuously organize and stock all information brochures at the kiosk and other directories within the property
- Log calls from tenants who require assistance from another department in the property
- Communicate with other departments in a timely manner to relay tenant concerns/requests
- Log radio communications from other departments
- Complete projects as assigned from time to time
- Other duties as assigned

**Performance Metrics**
- Secret shopper program (where applicable)
- Tenant/Customer Feedback
- Accuracy of program administration, cash handling and tracking documents

**Required Qualifications**

**Formal Education and/or Certifications**
- Completed or working towards Secondary School diploma or equivalent

**Years of Experience**
- 1 year experience in customer service an asset

**Specialized knowledge, skills and abilities**
- Basic PC skills
- Basic Microsoft Office skills
- First Aid, CPR and AED Certifications an asset
- Bilingual (French/English) - depending on the property location
- Ability to learn programs and procedures thoroughly and efficiently
- Respect for Health and Safety processes
- Have a positive attitude and outgoing demeanor

**Competencies**
- Communicate clearly, concisely, professionally and convey active listening and openness
- Build positive relationships and demonstrate commitment, effort and a "take charge" attitude
- Produce accurate work with attention to detail and consistently meet deadlines
- Take ownership for actions, accept constructive criticism and make the necessary changes to behavior
- Overcome obstacles to get the job done, identify problems and recommend solutions
- See change positively and adapt quickly to change in work requirements

**Values**
- Respect: Value diverse perspectives, experiences and talents; treat others the way you would want to be treated
- Empowerment: Use the means provided to carry out responsibilities to the best of your ability and to implement creative ideas
- Integrity: Do the right thing, deliver on commitments and admit mistakes
- Teamwork: Work together as one team toward common goals
- Accountability: Hold yourself and others accountable for decisions and results

**Job Type**: Part-time
Part-time hours: 20 per week

**Benefits**:

- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- Weekend availability

Work Location: One location

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