Guest Services Representative - Willowbrook Shopping Centre - Part Time

About Quad Real Property Group

Quad Real Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, Quad Real has expanded its capabilities globally for investments in equity and debt in both the public and private markets. Quad Real invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships.

Quad Real seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come. Quad Real:
Excellence lives here.

Schedule:

Part Time, 20-24 hours/week.

• Guest Relations and Administration:
  Greet and assist visitors with enthusiasm, creating a friendly and inviting atmosphere whether in person, via telephone, or email.
• Maintain a thorough knowledge of the Centre’s services, stores and locations, merchandise, and upcoming special events and promotional services.
• Drive and promote sales for the Willowbrook gift card program.
• Complete administrative tasks and conduct all service functions related to the Concierge Desk.
• Gift Card administration including handling cash, credit and Interact payment, and reconciling receipts.
• Tenant Support:
  Build strong relationships with mall tenants to understand their needs and address any concerns promptly. Act as a liaison between tenants and mall management, ensuring effective communication.
• Service Excellence:
  Provide exceptional service by proactively seeking opportunities to create memorable customer interactions. Uphold a standard of service excellence by consistently exceeding customer expectations. Anticipate and proactively resolve issues to enhance the overall customer experience. Frequently navigate the centre, assisting guests, tenants and maintaining a visible presence.
• The Guest Services Representative will act as the “brand ambassador” for Willowbrook Shopping Centre, enthusiastically promoting the Centre, its stores, programs, and services.
• Work efficiently under pressure during peak shopping hours and high-traffic times of year (like holidays), ensuring timely and effective service.
• Problem Solving:
  Handle customer inquiries and complaints with professionalism and efficiency, seeking timely resolutions. Collaborate with relevant departments to address issues and improve overall service quality.
• Event Support:
  Assist in the planning and execution of centre events, ensuring a seamless and enjoyable experience for participants. Coordinate with tenants for their involvement in promotional activities and events.
• Maintaining Appearance:
  Ensure the concierge desk and surrounding areas are well-maintained and aesthetically pleasing. Present a professional image at all times.
• Safety and Security:
  Participate in after hours Emergency Response Training Drills every quarter. Play active role in communications, evacuations, and muster point check-ins during evacuation emergencies. Stay vigilant to ensure the safety and security of all mall occupants. Report any suspicious activities or incidents to the appropriate authorities. Send our MIR3 notifications to communicate to tenants during emergencies or critical need-to-know information.

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Customer-focused with a passion for service excellence.
• Ability to multitask in a fast-paced environment.
• Knowledge of the centre layout, stores, and services.
• Previous experience in a customer service role is advantageous.
• Adept experience in…