Welcome to Willowbrook Shopping Centre – where everyone is encouraged to Shop. Dine. Unwind, in the heart of Langley. 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!
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 and elevated experience. Your role involves being the face of the shopping mall and creating a welcoming environment. Here are key aspects of your job:
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.
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.
- Experience in guest management, guest services, and/or hotel reception is considered a strong asset.
Please note that we will only reach out to candidates whose applications appear to be a strong fit for the position, based on their qualifications and experience.
Apply Here