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Guest Experience Representative (Part-Time) – Hillcrest Mall

Oxford Properties

This is a Contract position in Richmond Hill, ON posted September 3, 2020.

Why join us?

Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.

We are looking for highly motivated Guest Services Representatives to join our team at Hillcrest Mall in Richmond Hill. In this role, you will be committed to providing exceptional Guest Experience and ensuring every guest interaction is carried out in a professional, courteous and efficient manner.

As a member of this team, you will be responsible for:

• Proactively seeking opportunities (using good judgment) to create memorable Guest interactions, assist Guests and provide excellent service. Example: Guests who look like they are lost and asking if they need some assistance.
• Maintaining a thorough knowledge of the Shopping Centre’s services, amenities/facilities, stores/locations and promotional activities.
• Assisting Guests by providing directions/information, answering questions, and performing other Centre specific services as assigned.
• Being involved with and encouraging Guests in utilizing social media, mobile and on-line services to enhance their shopping experience.
• Developing and maintaining strong relationships with retailers not only to educate them about the Centre’s available services but also to be able to understand all merchant offerings and services.
• Maintaining 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.
• Interacting with shoppers and retailers in a courteous and efficient manner.
• Maintaining good eye contact with Guests when not engaged in required tasks.
• Conducting all service functions of the Guest Relations/Guest Services Kiosk – including selling gift cards and gift wrapping
• Ensuring accuracy in all Guest interaction communication tools.
Examples: phone messages, website, social media outlets, pamphlets, directories, and face-to-face interactions
• Participating in special projects and assume other duties and responsibilities as assigned
• Gift card procedures and Safe Access for Gift Card inventory and bank deposits. Key importance is to focus on Guest engagement, issue resolution and ensure Guest Services are functioning at optimal levels, not to sell gift cards.
• Maintaining a clear understanding of the Centre’s Crisis Management Manual, the Guest Services role and areas of responsibility as outlined in the plan
• Maintaining a clear understanding of the Centre’s Health and Safety Manual, the Guest Services role and areas of responsibility as outlined in the plan

To succeed in this role, you have:

• High school education – Secondary preferred in a related field i.e. Hospitality or Marketing/Communications
• Have previous customer service experience
• Hold a positive attitude and a strong desire to provide excellent Guest service.
• Must be able to effectively communicate with shoppers, retailers, Centre Management, Service Providers and all 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.
• Posses strong written and oral communication skills.
• Posses conflict resolution/management skills.
• Must be friendly, approachable, proactive and solution focused.
• Computer skills – including working knowledge of Social Media tools and services.
• Are organized and manage your time well