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Guest Services Representative

2 weeks ago

Halton Hills, Ontario, Canada Toronto Premium Outlets, Simon Full time

The Guest Services Representative, Premium Outlet Center, is responsible for the service of the Center's customers, both tenants and shoppers, by being able to answer questions regarding the Center at all times. The Guest Services Representative plays a critical role in driving sales at the center by maximizing the customer's shopping experience through supervision of a well-trained, knowledgeable, friendly customer service staff that exceeds the customer's expectations. In addition, the Guest Services Representative routinely recommends other amenities.

This role also includes ad hoc support of marketing department included but not limited to social media content creation assistance, outdoor event set up and execution, and administrative tasks. Candidate must be comfortable using social media.

PRINCIPAL RESPONSIBILITIES:

The successful candidate's responsibilities will include, but not be limited to:

· Serve as "Seller" function of the Simon Property Group retail products or offerings, other payment products, and / or other center programs

· Responsible for representing Simon to customers by providing high quality and efficient service

· Responsible for maintaining a professional physical appearance of Simon Guest Services including marketing materials, signage, displays and ensuring that all displayed information is current and relevant

· Coordinate with the Director of Marketing and Business Development to ensure all training of staff is completed and that staff members adhere to policies and procedures

· Service our customers, both tenants and shoppers, by being available to answer questions regarding the Center

· Provide directions to stores, Food Court, restrooms, etc.

· Assure appropriate reception upon arrival of tour groups

· Support and help coordinate, as required, onsite promotional efforts and events.

· Provide wheelchairs and rent strollers to customers as needed

· Understand all Center, Regional and Corporate marketing initiatives involving the Guest Services staff

· Communicate with tour operators

· Serve as a liaison to tenants in communicating local marketing initiatives

· Ability to capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g. email or mobile information, charity donations); in addition to administering research questionnaires

· Perform "roving" concierge duties to maximize our interaction and customer service to shoppers

· Maintain sufficient inventory of forms and supplies

· Organize and ensure sufficient inventory of marketing materials

· Order, organize and maintain inventory of tourism brochures

· Ensure the table tent program is managed

· Maintain lost and found according to Simon Policy and Procedures

· Create a work environment that supports innovation, creativity and teamwork

· Lead and provide guidance to the team of guest services professionals to enhance the shopping experience for shoppers

· Encourage, through role modeling and active support, a guest services team that readily accepts and adopts change

· Complete all tasks required of Guest Services Representatives flawlessly

· Weekend availability is required.

MINIMUM QUALIFICATIONS:

· Minimum High School Diploma required, Associate's degree or equivalent experience preferred

  • Must have some social media experience

· Minimum of 1 to 2 years of guest services experience, reception or administrative experience in fast-paced environment

· Must be fluent in English (oral & written); Proficiency in at least one other language is an asset (French, Spanish, Portuguese, Mandarin, Japanese, Korean, German)

· Proficient user of Microsoft Office (Word, Excel)

· Proof of valid Canadian Citizenship or permanent residence in Canada.

LEADERSHIP CHARACTERISTICS:

· Strong and effective communication skills: oral and written, plus the ability to communicate with a wide range of people.

· Effective conflict resolution: demonstrate effective customer service skills for interaction with customers, tenants and co-workers.

· Excellent time management and ability to prioritize and to meet deadlines.

· A strong value system, unquestioned integrity and good listening skills.

· Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment.

· High energy and enthusiasm with ability to multitask

Job Types: Part-time, Permanent

Pay: From $19.00 per hour

Experience:

  • Social Media: 1 year (preferred)
  • Administrative: 1 year (preferred)
  • Customer service: 1 year (required)

Work Location: In person