Guest Services Representative

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Oxford’s commitment to customer service forms the foundation for everything we do. Invested in delivering service excellence, Oxford offers a dynamic and collaborative team environment with several growth opportunities. We are committed to delivering exceptional service in every interaction, every day.

Why join us?

We are currently looking for a Guest Services Representative to join our team at Upper Canada Mall. Committed to providing an exceptional Guest Experience, the Guest Services Representative must ensure every guest interaction is carried out in a professional, courteous and efficient manner.

This is a part-time position.

As a member of this team, you will be responsible for:

• Proactively seek opportunities (using good judgment) to create memorable Guest interactions, assist Guests and provide excellent service. Example: Guests who looks like they are lost and asking if they need some assistance.
• Maintain a thorough knowledge of the Shopping Centre’s services, amenities/facilities, stores/locations and promotional activities.
• Assist Guest by providing directions/information, answering questions, and performing other Centre specific services as assigned.
• Be involved with and encourage Guests in utilizing social media, mobile and on-line services to enhance their shopping experience.
• Develop and maintain strong relationships with retailers not only to educate them about the Centre’s available services but also to be able to understand all merchant offerings and services.
• Maintain store knowledge about merchandise, price points, sales or special events to be able to offer gift or store suggestions based on the shopper’s needs.
• Interact with shoppers and retailers in a courteous and efficient manner.
• Maintain good eye contact with Guests when not engaged in required tasks.
• Conduct all service functions of the Guest Relations/Guest Services Kiosk – including selling gift cards and gift wrapping
• Ensure accuracy in all Guest interaction communication tools.
Examples: phone messages, website, social media outlets, pamphlets, directories, and face-to-face interactions
• Participate in special projects and assume other duties and responsibilities as assigned
• Responsibility to be an expert in gift card procedures and responsible for Safe Access for Gift Card inventory and bank deposits. Key importance is to focus on Guest engagement, issue resolution and ensure Guest Services are functioning at optimal levels, not to sell gift cards.
• Be aware of the Centre’s Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan
• Be aware of the Centre’s Health and Safety Manual and maintain a clear understanding of Guest Services role and areas of responsibility as a supervisor
• Note that there is a vacation ‘black-out’ period beginning November 1 through January 6.

To succeed in this role, you:

• High school education – Secondary preferred in a related field i.e. Hospitality or Marketing/Communications
• Previous customer service experience required.
• Positive attitude and a strong desire to provide excellent Guest service.
• Must be able to effectively communicate with shoppers, retailers, Centre Management, Service Providers and all shopping centre personnel.
• Must be able to work in a fast paced environment, with the ability to multi-task while maintaining a high level of professionalism.
• Strong written and oral communication skills.
• Conflict resolution/management skills.
• Must be friendly, approachable, proactive and solution focused.
• Computer skills – including working knowledge of Social Media tools and services.
• Organization and Time Management skills.
•Ability to work a flexible schedule of a minimum of 3 shifts per week to full-time; shifts will be days, nights, weekends and holidays
•Comfortable standing for duration of shift

Our story:

Oxford Properties Group is a global platform for real estate investment, development and management, with approximately 2,000 employees and close to $40 billion of real estate assets that it manages for itself and on behalf of its co-owners and investment partners. Established in 1960, Oxford was acquired in 2001 by OMERS, one of Canada's largest pension funds with over $77 billion in assets. Oxford has regional offices in Toronto, London and New York, each with investment, development and management professionals who have deep real estate expertise and local market insight. For more information about Oxford visit:

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We are an equal opportunity employer committed to an inclusive and accessible recruitment and selection process. If you are contacted about an employment opportunity, please advise if you require accommodation.

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