Guest Relations Officer

Excellerate JHI; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading real estate services company is seeking a Guest Relations Officer at Brooklyn Mall. The role involves serving as the first point of contact for visitors, handling enquiries, and supporting tenant communication to enhance the shopping experience. Applicants should have a Matric certificate, strong customer service experience, and communication skills. Join a dynamic team focused on delivering exceptional service in a premium retail environment.

Qualifications

• Previous experience in customer service, hospitality, or front-of-house experience.
• Experience in a shopping centre, retail, or hospitality environment.

Responsibilities

• Serve as the first point of contact for all visitors, providing information, directions, and assistance.
• Handle customer enquiries and complaints professionally.
• Support the Marketing team during mall events and promotions.

Skills

Customer service

Strong communication skills

Problem resolution

Education

Matric certificate (Grade 12)

Diploma in Marketing, Hospitality, or Customer Service

Job description

Who we are

We are a leading real estate services company that combines global standards with specialised local knowledge to create customisable high-performance solutions for our clients. We advise property owners and occupiers on every aspect of their property strategies and assist them in the development, buying, selling, leasing, valuing and management of their assets. Our dedication to quality and excellence sets us apart in the industry.

Why choose us

Be part of a forward-thinking culture that values entrepreneurial spirit and celebrates your best work. Collaborate with talented property professionals, leverage unparalleled resources, and enjoy opportunities for both personal and professional growth. At JHI, your contributions are encouraged and celebrated, ensuring a rewarding journey as you advance in your career.

About the role

The Guest Relations Officer is the first point of contact for shoppers, tenants, and visitors at Brooklyn Mall. This role ensures that guest interactions are handled professionally, courteously, and in alignment with the Mall’s service standards. The officer provides information, resolves queries, supports tenant engagement, and enhances the overall shopping experience to reinforce the Mall’s reputation as a premium retail destination.

What you will bring

Inherent requirements for the position (non-negotiable)

• Matric certificate (Grade 12).
• Previous experience in customer service, hospitality, or front-of-house experience.
• Strong verbal and written communication skills.

Additional demonstrable requirements

• Diploma in Marketing, Hospitality, or Customer Service.
• Experience in a shopping centre, retail, or hospitality environment.

What you will be doing

The main responsibilities will include:

Customer Service

• Serve as the first point of contact for all visitors, providing information, directions, and assistance.
• Handle customer enquiries and complaints professionally, ensuring swift resolution and escalation when necessary.
• Assist shoppers with store locations, promotions, and general mall information.
• Provide recommendations on mall services and tenant offerings.
• Address lost and found queries and direct to security as and when necessary.
• Assist customers with gift card purchases and related inquiries.

Tenant & Mall Support

• Liaise with tenants as and when needed to ensure smooth communication and relay relevant information to shoppers.
• Monitor mall activities, ensuring exhibitors and promotions adhere to mall guidelines.
• Assist with customer surveys and feedback collection for improving mall services.
• Work closely with security and cleaning teams to uphold mall standards.

Events & Promotions Assistance

• Support the Marketing team during mall events, promotions, and seasonal campaigns.
• Distribute marketing materials and inform shoppers about ongoing and upcoming mall promotions.

JHI is committed to striving for diversity and equitable representation in our workforce. Preference may thus be given to suitably qualified candidates as identified in our employment equity plan. Persons with disabilities are encouraged to apply.