Guest Services Representative

Mall Concierge (Guest Services Representative) At Bower Place Shopping Centre

Welcome to Bower Place – where shopping meets excitement in the heart of Red Deer, Alberta! As a vibrant regional shopping mall, Bower Place boasts a bustling atmosphere with over 110 stores and services, offering a diverse retail experience for every visitor. At Bower Place, we pride ourselves on being a dynamic hub of activity, attracting shoppers seeking the latest trends, exclusive deals, and a unique blend of renowned brands. As a key player in our team, the role of the Mall 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 Bower Place, 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 a vital part of the heartbeat of Bower Place? Join us on this exciting journey where every day is a new adventure in exceptional service and dynamic retail experiences!

The primary responsibility of the Bower Place 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 mall and creating a welcoming environment.

Responsibilities

• 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 Bower Place 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 mall, assisting guests, tenants and maintaining a visible presence.
• The Guest Services Representative will act as the "brand ambassador" for Bower Place 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 mall events, ensuring a seamless and enjoyable experience for participants.
• Coordinate with tenants for their involvement in promotional activities and events.

Maintaining Appearance of Desk and Surrounding Areas

• 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.
• 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.

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 mall layout, stores, and services.
• Previous experience in a customer service role is advantageous.