Guest Services Representative

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Oxfords 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.

Scope:

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. In the event of the absence of Supervisor, the incumbent will be responsible for supervision of employees.

Responsibilities:

SPECIFIC RESPONSIBILITIES:

X Maintain a thorough knowledge of the shopping centre's services, amenities/facilities, stores/locations and promotional activities.
X Proactively seek opportunities to create memorable Guest interactions, assist customers and provide excellent service. Example V Such as looking for customers who look like they are lost and asking if they need some assistance.
X Interact with shoppers and retailers in a courteous and efficient manner.
X Develop and maintain strong relationships with retailers not only to educate them about the available centre's services but also to be able to understand all merchant offerings and services.
X Assist guests by providing directions/information, answering questions, and performing other centre specific services as assigned.
X Conduct all service functions of the Guest Services kiosk V including selling gift cards, gift wrapping, cash handling, maintenance of strollers and wheelchairs.
X Assist in development, execution, and training of Guest Service Staff of existing & new Guest Service Programs. Expected to be ambassadors for all guest services programs and initiatives.
X Assist in the organization of regular staff meetings.
X Maintain day to day service & administrative tasks related to Guest Services
X Work with Guest Services Supervisor to oversee Guest Services & Ambassador staff schedules and training
X 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.
X 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.
X Participate in special projects and assume other duties and responsibilities as assigned.
X Assist with scheduling, deployment, gift card sales and daily requirements, and Guest concerns
X 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.

Qualifications:

X Minimum High school education required.
X 3-5 years customer service experience required.
X One to Two years Supervisory Experience V preferred.
X Positive attitude and a strong desire to provide excellent guest service.
X Must be able to work in a fast paced environment, with the ability to multi-task while maintaining a high level of professionalism.
X Strong written and oral communication skills.
X Conflict resolution/management skills.
X Must be friendly, approachable, proactive and solution focused.
X Highly detail-oriented
X Computer skills, MS Office skills in Word, Excel, Powerpoint, Outlook, including working knowledge of social media tools and services.
X Organization and Time Management skills.
X Flexible and able to work weekends, nights and holidays.












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