Overview

OMERS Seasonal Guest Experience Representative, Lead Hand Full Time in Mississauga, ON

OMERS

Branch Mississauga ON CA

Position:
Seasonal Guest Experience Representative, Lead Hand
Location:
Mississauga, ON

In the event of the absence of a Supervisor, the Lead Hand will be responsible for the supervision of employees, delegation of work, motivating the Guest…

Why join us?
Committed to providing an exceptional guest experience, the Guest Experience Representative – Lead Hand must ensure every guest interaction is carried out in a professional, courteous and efficient manner. In the event of the absence of a Supervisor, the Lead Hand will be responsible for the supervision of employees, delegation of work, motivating the Guest Experience team, responding to guest complaints and overseeing the daily guest services duties on each respective shift. This position is based out of Square One Shopping Centre.

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

  • Maintain a thorough knowledge of the shopping centre’s services, amenities/facilities, stores/locations and promotional activities.
  • Proactively seek opportunities (using good judgment) to create memorable guest interactions, assist customers and provide excellent service (e.g. identifying customers who look like they might be lost and asking if they need assistance).
  • Maintain store knowledge about merchandise, price points, sales or special events to be able to offer gift or store suggestions based on shoppers’ needs.
  • Consistently interact with shoppers and retailers in a courteous and efficient manner.
  • Maintain good eye contact with customers, even when engaging in administrative duties on the floor.
  • Conduct all service functions of the Guest Experience booths, including selling gift cards, faxing/copying, selling SPC Cards, and maintaining supply stock levels.
  • Assist in development, execution, and training of guest experience staff on existing & new programs, with the expectation of being an ambassador for all guest experience & tourism initiatives.
  • Responsible for being an expert in gift card procedures, gift card inventory and bank deposits.
  • Responsible for focusing on guest engagement, issue resolution and ensuring Guest Experience is functioning at an optimal level.
  • Develop and maintain strong relationships with retailers and educate them about the centre’s services.
  • Assist guests by providing directions/information, answering questions, and performing other centre specific services, as assigned.
  • Maintain day-to-day service & administrative tasks related to Guest Services.
  • Work with Guest Services Supervisors to oversee staff schedules and training, as needed.
  • Participate in special projects and assume other duties and responsibilities, as assigned.
  • Be aware of the centre’s Crisis Management Manual and Health & Safety Manual and maintain a clear understanding of Guest Experience’s role and areas of responsibility, as outlined in each plan.
  • Be flexible and able to work both day and evening shifts, as well as weekends and holidays.

To succeed in this role, you:

  • High School education
  • Post-Secondary education in a related field (e.g. hospitality) – preferred
  • Previous guest service experience
  • One to two years supervisory experience – preferred
  • Positive attitude and a strong desire to provide exceptional guest services
  • Ability to effectively communicate with guests, retailers, management, service providers and all of the shopping centre personnel
  • Ability to work in a fast paced environment, with the capability to multi-task, while maintaining a high-level of professionalism
  • Strong written and oral communication skills
  • Conflict resolution and management skills
  • Must be friendly, approachable, proactive and solution focused
  • Computer skills – including working knowledge of social media tools and services
  • Effective organizational and time management skills

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Mississauga, ON, CA
Posted on: 2018-07-27
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