Guest Services Representative

2 weeks ago

Burlington, Ontario, Canada JLL Full time

Guest Services Representative
Department
: Mapleview Shopping Centre

Position type
: Permanent - Part Time

The Guest Services Representative must ensure every customer interaction is carried out in a professional, courteous and efficient manner.

  • Maintain a thorough knowledge of the shopping centre's services, amenities/facilities, stores/locations, promotional activities and comfort tools;
  • Proactively seek opportunities to create memorable customer interactions assist customers and provide excellent service;
  • Constantly strive to improve and build upon the centre's service and seeks new ideas to incorporate into service menu;
  • Interact with shoppers and retailers in a courteous and efficient manner;
  • Sell shopping centre gift cards and balance sales to transactions;
  • Follows gift card and finance policies and procedures;
  • Distribute gift card materials to retailer as necessary;
  • Projects a positive attitude over the telephone and in person;
  • Assist guests by providing directions/information, answering questions, and performing other centre specific services such as parcel carry-out and store escorts;
  • Empower and motivate Guest Services teams to create memorable customer experience and interactions;
  • Maintain 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;
  • Assist with promotional events in the areas of ballot distribution/collection/sorting, GWP's, special event ticket sales, etc.;
  • Act as delegate to facilitate Meet & Greets with group tours;
  • Assist Guest Services Supervisor with tracking inventory and advising when stock needs to be re-ordered;
  • Be aware 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;
  • Participate in special projects and assumes other duties and responsibilities as assigned.

Key Requirements

  • High school education;
  • Previous customer service experience preferred;
  • Sales experience (transaction management and cash management);
  • Positive attitude and a strong desire to provide excellent customer service;
  • Must be able to effectively communicate with shoppers, retailers, centre Management, Service Providers and all of the shopping centre personnel;
  • Must be able to work in a fast paced environment, with the ability to multi-task while maintaining a high level of professionalism;
  • Strong written and oral communication skills, multilingual skills a plus;
  • Conflict resolution/management skills;
  • Must be friendly, approachable, proactive and solution focused;
  • Computer skills (including Excel and Chrome);
  • Flexible and able to work 20 to 35 hours on weekends, evenings and holidays. Must be available during malls opening hours.

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