Guest Service Lead

Guest Service Lead

**Job Opportunity: Guest Services Lead (Full-Time)**:

- Location: The Bay Centre, Victoria BC_
- Reports to: Marketing Assistant/Guardteck Site Manager_
- Wage: $20.50/hour_

We are currently seeking a **Guest Services Lead** to oversee day-to-day customer interactions at The Bay Centre, focusing on delivering exceptional guest experiences. This is a **customer service-focused role**—not a security position—designed to ensure smooth operations and engagement with the Centre’s shoppers, retailers, and the broader community.

**About the Role**
As the **Guest Services Lead**, you will be the face of customer service at The Bay Centre, managing a team of Guest Services Representatives and working closely with the Marketing Assistant to enhance guest experiences. You’ll help plan and execute events, support promotional activities, and ensure all customer service touchpoints are aligned with the Centre’s high standards. This role also involves outdoor work during seasonal campaigns and special events.

**Responsibilities**
- ** Customer Experience**: Lead by example in providing exceptional service, handling escalated guest inquiries, and ensuring every visitor has a positive experience.
- ** Team Leadership**: Train, mentor, and manage the Guest Services team, ensuring smooth operation and alignment with The Bay Centre’s customer service standards.
- ** Communication & Relationships**: Maintain strong communication with retailers and provide support for tenant concerns and inquiries. Keep retailers informed about upcoming promotions and events.
- ** Marketing & Promotions**: Assist in organizing and executing promotional events, including those held outdoors during peak seasons. Work closely with the Marketing Assistant to support and promote these initiatives.
- ** Operational Tasks**: Manage cash handling, inventory reconciliation, and record-keeping for Lost and Found. Ensure that Guest Services procedures are up to date and being followed by the team.
- ** Reporting**: Prepare and submit monthly reports on sales, customer feedback, and promotional activity.
- ** Crisis Management**: Be familiar with The Bay Centre’s crisis management protocols and provide support as needed during emergencies.
- ** Gift Card Program**: Oversee the gift card program, manage inventory, track sales, and assist retailers and customers with any inquiries related to the program.

**What We’re Looking For**
- 2-3 years of supervisory experience in a customer service or hospitality role.
- Excellent leadership and communication skills.
- Ability to multitask and stay calm in a fast-paced environment.
- Proficiency in Microsoft Office, Outlook, and Excel.
- Flexibility to work evenings, weekends, holidays, and outdoors during seasonal events.
- A strong understanding of the Greater Victoria area is an asset.
- A clear Police record check is required.

**Why Join Us?**

At Guardteck, we’re passionate about providing great service, not just in security but across all aspects of customer service and operations. As a **Guest Services Lead** supporting The Bay Centre, you’ll be part of a dynamic team that’s dedicated to delivering a first-class experience for every visitor. If you’re looking for a leadership role in customer service with opportunities to grow, we encourage you to apply.

JoinGuardteck

Guardteck is proud to partner with The Bay Centre, a premier urban shopping destination in downtown Victoria. With a reputation for excellence in customer service and facility management, Guardteck works alongside The Bay Centre to provide a welcoming and enjoyable experience for over 5 million annual visitors.