Job Description

Overview

Job Skills / Requirements

• Providing exceptional service to enhance the customer experience
• Ensuring compliance with the standards, rules, and regulations at the Property
• Be proactive in helping everyone have an outstanding customer experience at the Property
• Maintain strong knowledge of activities and special events at the Property and assist visitors and guests during their visit to the Property
• Regular keyboarding and record-keeping in written logs required
• Maintain compliance with and enforce property standards, rules, and regulations in a reasonable manner
• Line management, customer service
• Assist with daily operations as needed/required or directed. 
• Other duties as outlined by management 
• Deliver guest services programs daily to shoppers which includes: 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 portable radio system.
• 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 centre retailers (property level) to be proficient in community activities and in mall fashions, mall events and programs.
• Maintain ongoing interaction with shopping centre customers and act as liaison between customers, security, maintenance, marketing and all shopping centre 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 pro-active and regular basis by informing them of pertinent information to improve the positive image of the shopping centre and encourage repeat traffic.
• Assist the Marketing Department with the execution of marketing programs as required.
• Roam throughout the entire shopping centre and station at specific hotspots to assist traffic flow and direct visitors/shoppers to follow the traffic signs.

• Must demonstrate a high degree of professionalism
• Must have strong verbal and written communication skills 
• Must have a strong command and fluency in the English language both written and verbal 
• Must be able to work in a fast-paced dynamic environment both indoors and outdoors as required. 
• Must demonstrate high attention to detail / observational awareness
• Must demonstrate strong interpersonal skills and emotional intelligence and the ability to work productively and efficiently in a team
• 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.

• Extensive Paid Industry Training
• Benefits & Other Perks
• Opportunities for Growth & Advancement

Additional Information / Benefits

Benefits: Medical Insurance, Dental Insurance, Vision Insurance