Guest Services Representative - Part-Time without Benefits - 15+ hours

Cadillac Fairview•Calgary, AB

8d•Onsite

About The Position

To provide outstanding customer service to valued shoppers, community retailers and business partners. The successful candidate must have availability and flexibility to work days, evenings, weekends, and holidays, to meet the needs of the business and may be required to stand for extended periods of time. This role is part-time without benefits.

Requirements

Strong organizational skills, ability to multi-task and attention to detail.
Ability to stand for extended periods of time and walk the centre while interacting with guests.
Ability to assess, take initiative and fulfill customer and tenant expectations.
Customer-service focused: A “people-person” who genuinely enjoys working with the public. You are passionate about the “guest-first” philosophy with a natural ability to anticipate visitor needs, de-escalate concerns with empathy and create memorable, positive interactions for every shopper and tenant.
Strong interpersonal skills: A collaborative and outgoing individual who naturally builds rapport with people. You excel at fostering a positive, inclusive workplace culture while simultaneously creating a welcoming and helpful environment for every visitor who enters the centre.
Excellent communicator, both written and verbal: An articulate and approachable individual who communicates with warmth and clarity; you excel at translating information into clear, easy to understand instructions and guidance for guests. Your strong communication flows into administration work; maintaining precise and professional internal logs and reports.
Responsible, punctual and excellent ability to interact with the public: Maintains a professional and composed demeanor at all times, serving as a high-standard CF brand ambassador for the shopping centre.
Able to work well under pressure with minimal direction and meet deadlines: A self-starter who remains calm and efficient during peak hours, capable of managing multiple priorities with minimal supervision.

Nice To Haves

Previous experience in the hospitality or customer service field is preferred.

Responsibilities

Deliver guest services programs daily to shoppers which includes: gift card sales, complimentary wheelchairs, retail and community information as well as promotion of mall events.
Receive and direct all incoming calls and inquiries via telephone 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 for concerning areas.
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.