Guest Experience Specialist

Cadillac Fairview; Ottawa; Hybrid; CAD 22,000 - 30,000; Part time

Job summary

Cadillac Fairview is seeking a Guest Services Associate to deliver outstanding service to shoppers, tenants and partners at one of our Ottawa centres. The role requires flexibility to work days, evenings, weekends and holidays.

You will handle gift card sales, information, direct inquiries, dispatch security, generate weekly reports and support marketing programs. You will engage with the community and maintain strong relationships across centre departments.

Qualifications

• Previous experience in the hospitality field preferred.
• 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.

Responsibilities

• Deliver guest services programs daily to shoppers which includes: gift card sales, complimentary strollers/wheelchairs/walkers, retail and community information as well as promotion of mall events.
• Receive and direct all incoming calls and inquiries via telephone, two-way radio 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 from portable radio system.
• 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 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.

Skills

Customer service

Communication

Teamwork

Multitasking

Job description

Cadillac Fairview is seeking a Guest Services Associate to deliver outstanding service to shoppers, tenants and partners at one of our Ottawa centres. The role requires flexibility to work days, evenings, weekends and holidays.

You will handle gift card sales, information, direct inquiries, dispatch security, generate weekly reports and support marketing programs. You will engage with the community and maintain strong relationships across centre departments.