Guest Services Representative

Full Time
  • Company: Central Walk Mayfair Shopping Center
  • Job Level: Front-line
  • Job Type: Full-Time
  • Job Address: 3147 Douglas Street, Victoria, British Columbia V8Z6E3
  • Job Status: Permanent
  • Positions Available: 1

Job Description:

Our Guest Services Representative ensures 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.
  • Assist the Guest Services Supervisor with developing strategic plans and tactics for improving customer service offerings for shoppers, retailers and contractors.
  • Constantly strive to improve and build upon the centre’s service and seeks new ideas to incorporate into the service menu.
  • Interact with shoppers and retailers in a courteous and efficient manner.
  • Sell shopping centre gift cards and balance sales to transactions with the ability to drive gift card sales.
  • Understand sales performance/key trends and communicates pertinent information to management and Guest Services team.
  • Projects a positive attitude over the telephone and in person.
  • Develop and maintain strong relationships with retailers.
  • Assist guests by providing directions/information, answering questions, and performing other centre-specific services.
  • Assist with the tracking, analyzing and reporting of all customer service programs.
  • Be a key part of the Guest Services team 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 marketing campaigns and promotional events in the areas of ballot distribution/collection/sorting, special event ticket sales, etc.;
  • 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. 

Job Requirements/Qualifications:

-High school education.

-Previous customer service experience preferred.

-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 skills and a problem solver.

-Must be friendly, approachable, proactive and solution-focused.

-Excellent computer skills (including Excel, Word, Outlook and PowerPoint);

-Flexible and able to work weekends, nights, and holidays.

Salary:  TBD