Guest Services Representative - Willowbrook Shopping Centre - Part Time

QuadReal Property Group, LP; City of Langley; On-site; CAD 28,000 - 30,000; Part time

Job summary

QuadReal Property Group seeks a part-time Concierge/Guest Services representative for Willowbrook Shopping Centre in Langley, BC. The role involves greeting visitors, providing information, and delivering exceptional service across in-person, phone, and email channels.

You will maintain knowledge of centre services, promote the Willowbrook gift card program, and handle administrative tasks at the concierge desk.

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.

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 Interac 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.

Skills

Communication

Problem solving

Customer focus

Multitasking

Centre knowledge

Customer service

Word & Excel

Canva

Tools

Microsoft Word

Excel

Canva

Job description

About QuadReal Property Group

QuadReal 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, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships. QuadReal 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. QuadReal: Excellence lives here. www.quadreal.com

Role Description

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 Centre

As a vibrant shopping centre, Willowbrook boasts a bustling atmosphere with 140 stores and services, offering a diverse retail experience for every visitor. At Willowbrook, we pride ourselves on being a dynamic hub of activity, attracting guests seeking the latest trends, exclusive deals, and a diverse dining experience. As a key player in our team, the role of the Concierge, also known as Guest Services, is pivotal in creating a seamless and extraordinary shopping experience. Imagine a world where your workplace is a dynamic fusion of fashion, lifestyle, and entertainment, where your every step is met with the energy of a thriving retail environment. Join us at Willowbrook Shopping Centre, where you'll not only be a part of a diverse and exciting community but also play a central role in providing concierge best‑in‑class services to elevate the overall satisfaction of our valued guests. Are you ready to be at the front of creating an exceptional retail experience? Join us on this exciting journey where every day is a new adventure in exceptional service and dynamic retail experiences!

Salary

The expected hourly range for this role is $20 – $22. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.

Additional Information

We value diverse experiences and perspectives. Even if your skills don’t align 100% with the listed qualifications or salary range, we encourage you to apply – you may be a great fit for this role or others in our community. Applicants may also be considered for alternative positions within the organization where their qualifications and experience align more closely with available opportunities.

We use artificial intelligence (AI) technology — alongside human review — to assist in screening and assessing applicants for this position. Our recruitment team remains involved in all decisions. Candidates must be legally authorized to work in Canada as the company does not provide work permit sponsorship for this role.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.

Company Culture

For 10 years, QuadReal has created spaces that enhance the lives of the people and communities we serve. Headquartered in Vancouver, Canada, we are a leading global real estate partner focused on driving meaningful impact while delivering prudent growth. With a global perspective and local expertise collected from offices across Canada, the US, Asia and the UK, our success stems from our incredible team and from our values— integrity, collaboration, performance, innovation and responsibility. Join our team today to deepen your skillset, grow your career, and make a difference. Together, we’re reimagining an industry and building a culture where ingenuity meets community building.