Guest Services Representative

JLL is seeking enthusiastic Guest Services Representatives to join our team at Mapleview Centre for the upcoming holiday season. In this customer-facing role you will be creating memorable experiences for thousands of visitors during the busiest retail period of the year.

What This Job Involves

Delivering Exceptional Customer Experiences
As a Guest Services Representative, you will ensure every customer interaction is conducted in a professional, courteous, and efficient manner. You’ll serve as the primary point of contact for shoppers seeking information, assistance, and support throughout their visit at Mapleview Centre.

Key Responsibilities:

Maintain comprehensive knowledge of the centre’s services, amenities, stores, promotions, and facilities to provide accurate, helpful information to guests

Create memorable customer experiences through proactive, excellent service that exceeds expectations

Interact professionally with shoppers and retailers, serving as a liaison between guests and the shopping centre community

Manage gift card sales transactions and perform accurate end-of-day cash reconciliation procedures

Display a consistently positive attitude in all communications, both in-person and via other channels

Foster strong relationships with retail tenants and educate them on available centre services and programs

Provide clear directions, information, and answers to mall-related inquiries with patience and clarity

Stay current on store offerings, promotions, and events to make tailored recommendations that enhance the shopping experience

Operate the Guest Services kiosk efficiently, maintaining organization and professional presentation standards

Support the Marketing Department in executing promotional activities, special events, and seasonal campaigns

Understand and apply protocols outlined in the Crisis Management Manual, with specific focus on Guest Services’ responsibilities during emergencies

Participate in special projects and perform additional duties as assigned to support overall centre operations

Sound Like You?

Required Qualifications:

High School diploma or equivalent

Previous customer service experience preferred

Positive attitude and strong commitment to providing excellent customer service

Ability to communicate effectively with diverse audiences including shoppers, retailers, centre management, service providers, and all shopping centre personnel

Capable of working in a fast-paced environment while multi-tasking and maintaining a high level of professionalism

Strong written and verbal communication skills; multilingual abilities are considered an asset

Proficient in conflict resolution and de-escalation techniques

Friendly, approachable, proactive, and solution-oriented personality

Above-average computer skills and comfort with point-of-sale systems

Flexibility to work weekends, evenings, and holidays as required during the seasonal period