Guest Services Ambassador

1 month ago

Toronto, Ontario, Canada Cadillac Fairview Full time
Role Impact:

To provide exceptional customer service to valued shoppers, community retailers, and business partners. The successful candidate must have availability and flexibility to work days, evenings, weekends, and holidays, to meet the needs of the business and may be required to stand for extended periods of time.

Key Responsibilities:
  • Deliver guest services programs daily to shoppers, including gift card sales, complimentary strollers/wheelchairs/walkers, retail and community information, and promotion of mall events.
  • Receive and direct all incoming calls and inquiries via telephone, two-way radio, or visitors, answering questions or forwarding to the appropriate station to ensure inquiries are answered promptly and a high level of customer service is maintained.
  • Dispatch Security and Maintenance personnel from portable radio systems.
  • Work with KIPSU text concierge program, responding to guest inquiries according to program guidelines.
  • Generate weekly reports by accessing appropriate information to provide the Guest Services Supervisor with up-to-date status.
  • Develop and cultivate relationships with the community and shopping centre retailers to be proficient in community activities and mall events.
  • 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.
  • Coordinate gift card sales at Guest Services, including 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, to increase revenues and ensure accurate recording of transactions for accounting and forecasting purposes.
  • Maintain the Guest Services database, ensuring customer information is kept current.
  • Maintain a log to record up-to-date information regarding special events, promotions, changes, and visitor concerns.
  • Connect with customers on a proactive and regular basis, informing them of pertinent information to improve the positive image of the shopping centre and encourage repeat traffic.
  • Assist the Marketing Department with the execution of marketing programs as required.
  • Roam throughout the entire shopping centre and station at specific hotspots to assist traffic flow and direct visitors/shoppers to follow traffic signs.
Requirements:
  • Previous experience in the hospitality field is preferred.
  • Strong organizational skills, ability to multi-task, and attention to detail.
  • Ability to stand for extended periods of time and walk the Centre while interacting with guests.
  • Ability to assess, take initiative, and fulfill customer and tenant expectations.
Why You Should Join Us:

At Cadillac Fairview, we have been transforming communities for over years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference.

At CF, our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us, and we achieve results through behaviors that are consistent with our CF Values.

Are You Someone Who Believes in Our Values?

  • Aim Higher – we strive to exceed expectations.
  • Own Your Expertise – we empower ourselves and each other.
  • Collaborate Effectively – we bring the right people together to get the right results.
  • Engage with Empathy – we objectively consider the needs of others.
  • Embrace Change – we drive, learn from, and adapt to change.

At CF, you'll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued, and respected. We're Ready to Meet You There – Are You?

CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment.

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