Guest Services Representative

Job Details

Role Impact:

To provide outstanding 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.

What you will deliver:

• Deliver guest services programs daily to shoppers which include: gift card sales, complimentary strollers/wheelchairs/walkers, retail and community information as well as promotion of mall events.
• Receive and direct all incoming calls and inquiries via telephone, two-way radio, or visitors by 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 the portable radio system.
• Work with the KIPSU text concierge program, and respond to guests’ inquiries according to program guidelines.
• Generate a variety of 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 center retailers (property level) to be proficient in community activities and in mall fashions, mall events, and programs.
• Maintain ongoing interaction with shopping center customers and act as a liaison between customers, security, maintenance, marketing, and all shopping center departments at the administrative level.
• Coordinate gift card sales at Guest Services which include 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 in order to increase revenues and ensure and accurately record transactions for accounting and forecasting purposes.
• Maintain the Guest Services database; ensure 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 by informing them of pertinent information to improve the positive image of the shopping center and encourage repeat traffic.
• Assist the Marketing Department with the execution of marketing programs as required.
• Roam throughout the entire shopping center and station at specific hotspots to assist traffic flow and direct visitors/shoppers to follow the traffic signs.

What your strengths are:

• An outstanding teammate with strong interpersonal skills.
• Customer-service focused.
• Excellent communicator, both written and verbal.
• Responsible, punctual, and excellent ability to interact with the public.
• Professional and polished.
• Able to work well under pressure with minimal direction and meet deadlines.

What you need to succeed:

• 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.