10/25/2012
Guest Services Representative (Casual)
Mayfair Shopping Centre
Western
Mayfair Shopping Centre
2012-10-25_775

JOB DESCRIPTION

Enthusiastically and consistently delivers on the Ivanhoe Cambridge mission of "Continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience."

 

 
Committed to providing an exceptional Customer Experience. The Guest Services Representative must ensure every customer interaction is carried out in a professional, courteous and efficient manner.
 
SPECIFIC RESPONSIBILITIES:

 

  • 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.
  • Interact with shoppers and retailers in a courteous and efficient manner.
  • Sell shopping centre gift cards and balance sales to transactions
  • Projects a positive attitude over the telephone and in person
  • Develop and maintain strong relationships with retailers and educate them about the centre's services.
  • Assist guests by providing directions/information, answering questions, and performing other centre specific services
  • 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.
  • Conduct all service functions of the Customer Relations/Guest Services kiosk.
  • Assist the Marketing Director with promotional events in the areas of ballot distribution/collection/sorting, gifts with purchase, 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.
  • Participates in special projects and assumes other duties and responsibilities as assigned.

 

 
 

 

KNOWLEDGE AND SKILLS REQUIRED

 

  • 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/management skills
  • Must be friendly, approachable, proactive and solution focused.
  • Computer skills
  • Flexible and able to work weekends, nights and holidays.