Guest Services Representative - Willowbrook Shopping Centre - Part Time

Location: City of Langley

** Role

Description:

** The primary responsibility of Willowbrook Shopping Centre’s Guest Services Representative is to provide exceptional service to both mall tenants and guests, ensuring a positive and memorable experience.

Your role involves being the face of the shopping Centre and creating a welcoming environment.  
** Schedule**:

Part Time, 20-24 hours/week.  
** Responsibilities:
**** 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.  
** Experience and Qualifications**:
* 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 Microsoft Word and Excel is necessary.
* Experience in Canva is not required but is considered an asset.
* Must have scheduling flexibility; available to work mornings, afternoons, evenings, weekends and statutory holidays.  
** Physical Requirements
*** Primarily on-floor role; extended periods of standing and walking required.  
** About Willowbrook Shopping…