Guest Services Representative

Job Title

Job Description Summary

Job Description

Position: Guest Services Representative (Seasonal)
Reports to: Guest Services Supervisor
Division: Guest Services Pop-Up Desk
Location: Midtown Mall

• Days and hours worked are subject to change as required by the needs of the Property
• Night and evening work will be required (including weekends and holidays)

Description of Major responsibilities and duties:

• Demonstrate exceptional customer service to all patrons and tenants by being knowledgeable about the property and its offerings  
• Sale of Mall Gift Cards which includes:
  • daily deposits
  • shift reports and logs
  • distribution of gift-with-purchase items
• Email and In-Person Inquiries
• Opening & Closing duties as per the Guest Services Supervisor

• Prepare and manage various customer tracking initiatives
• Provide Customer assistance with all available mall services.
• Assist other mall personnel (Security and Maintenance) to provide an exceptional Customer Experience, promoting a safe and clean environment
• Assist with various on-site promotions and events
• Cultivate relationships with the shopping centre’s retailers and continually stay abreast of product offerings and store promotions.
• Be aware of and monitor the shopping centre’s, and its retailer’s, online presence on a daily basis such as Facebook, Twitter, Blog, Website, Pinterest, etc.
• Professionally respond online to customer service inquiries on social media. (If applicable)
• Monitor mall events, retailer sales and promotions to communicate onto social media platforms as deemed necessary. (If applicable)
• Collecting various documentation for shopping centre distribution, compiling and updating store and directory information, data entry and assisting with various marketing events/projects (as needed)

• Maintaining cleanliness and organization at the workspace
• Ensure appropriate levels of inventory for administration supplies, gift cards, etc. are maintained
• And most importantly, ensuring that our customers leave our shopping centre happy with all of their needs met
• Other duties as assigned by the Guest Services Supervisor

Experience/Qualifications Required:

• 1 year of experience in Customer Service an asset.

• Comfortable handling large cash

Minimum Academic Requirements:

• Minimum Grade 12 Diploma

Technical Competencies:

• Excellent customer service skills with a drive to go above and beyond
• Superior written and oral communication skills
• Ability to work in a “team” environment
• Various computer skills – Microsoft Office
• Competent in social media, Facebook, Twitter, Website, etc.
• The ability to work evenings and weekends is a must.
• Open, unrestricted availability.

• Creative and self-motivated.