Guest Experience Representative

OMERS•Toronto, ON

2d•Onsite

About The Position

We are currently looking for a highly motivated Seasonal Guest Experience Representative to join our team at Yorkdale Shopping Centre in Toronto. At Oxford, we are committed to customer service excellence, delivered through a consistently elevated, hospitality-led approach to every guest interaction. Reporting to the Guest Services Supervisors, you will serve as a brand ambassador for Yorkdale Shopping Centre, welcoming and assisting guests within a luxury retail environment. Through thoughtful engagement, you will create meaningful guest interactions delivering an elevated service that is consistently proactive, personalized, and present. Please note that this is a seasonal fixed term position until January 2027.

Requirements

Post-secondary education in a related field preferred (i.e. Hospitality/tourism, Marketing/Communications)
A positive and friendly attitude with the ability to engage guests confidently and initiate interactions
Strong written, verbal and interpersonal communication skills; multilingual capabilities and considered an asset
The ability to build rapport with shoppers, tenants, management, service providers, and all shopping centre personnel
Capacity to thrive in a fast-paced environment, while multi-tasking and maintaining a high level of professionalism
Computer proficiency, including working knowledge of social media, Google Sheets and Microsoft Office programs
Availability to work range of shifts including days, evenings, weekends, and holidays

Nice To Haves

1-2 years of experience in retail (Hospitality or guest services environment is an asset)
The ability to stand for extended periods throughout the shift and perform light physical tasks as required, including lifting boxes
Strong conflict resolution and problem-solving abilities
Effective organizational and time-management skills

Responsibilities

Serving as a brand ambassador for Yorkdale Shopping Centre, delivering a hospitality-led experience through proactive, personalized and meaningful interactions with guests
Anticipating guests’ needs and proactively seeking opportunities to create memorable experiences
Ensuring the Guest Service area remains a welcoming and refined environment, including adhering to Oxford service standards (e.g. uniform and etiquette guidelines)
Assisting customers with directions, information, and services while delivering other centre specific duties, as assigned
Maintaining a thorough knowledge of the shopping centre’s services, amenities, facilities, stores, and promotional activities and/or events
Actively promoting and selling Yorkdale Gift Cards through proactive engagement and assisted selling techniques
Supporting guest concerns, ensuring proper documentation, timely follow-up and notifying relevant departments
Assisting with in-centre promotional offers and events that enhance the overall guest experience and drive engagement