JOB DESCRIPTION

Location: Downtown Victoria, BC
Position Type: Full-Time, Permanent
Wage: $23.00 - $23.50 per hour
Schedule: Tuesday to Saturday, 9:30 a.m. start (40 hours/week)

Customer Experience & Strategy

• Lead and continuously improve guest experience delivery
• Monitor customer interactions and identify trends or service opportunitie

Education & Experience

• High School Diploma required
• 2-3 years of supervisory experience in customer service, hospitality, or marketing
• Proven communication, leadership, and conflict resolution skills
• Proficient with Microsoft Office (Word, Excel), internet use, and social media
• Familiarity with downtown Victoria or retail center operations is an asse

Key Skills

• Strong guest service and problem-solving abilities
• Ability to remain calm and professional in fast-paced situations
• Experience supporting promotions, events, and daily operations
• Excellent attention to detail and organizational skills
• Proactive, reliable, and team-oriented approac

ABOUT THE ROLE

Allied Universal is proud to support a high-profile shopping destination located in the heart of downtown Victoria. This busy urban retail center plays a major role in the city’s retail and tourism landscape, welcoming millions of visitors every year.
As the on-site service provider, our mission is to enhance the guest experience by delivering professional, welcoming, and solution-oriented customer service on behalf of our client.
We are seeking a Guest Services Lead who will set the tone for exceptional service delivery, guide a team of front-line Guest Services Representatives, and contribute directly to special events, promotions, and retailer support. This role plays a critical part in ensuring guests feel welcome, informed, and supported throughout their visit.

KEY RESPONSIBILITIES :

Customer Experience & Strategy

• Lead and continuously improve guest experience delivery
• Monitor customer interactions and identify trends or service opportunities

Team Leadership & Training

• Supervise, train, and schedule Guest Services Representatives
• Foster a culture of service excellence and team recognition
• Ensure staff maintain appearance and service standards

Marketing & Promotions Support

• Collaborate with the client’s Marketing Assistant to support events and campaigns
• Assist with promotional tracking and post-event analysis
• Communicate all promotional activities clearly to Guest Services staff

Retailer & Guest Relations

• Build strong working relationships with on-site retailers
• Assist with gift card troubleshooting, retailer communications, and job board postings
• Act as a point of contact for both retail tenants and guests

Gift Card Program Management

• Maintain and reconcile gift card inventory and deposits
• Drive gift card sales and manage corporate client relationships
• Submit monthly sales reports and manage inventory controls

Administration & Operations

• Oversee opening and closing procedures, including cash handling and reporting
• Operate POS systems, PA systems, and internal tracking tools
• Complete monthly reports on service performance, events, and lost & found

Education & Experience

• High School Diploma required
• 2-3 years of supervisory experience in customer service, hospitality, or marketing
• Proven communication, leadership, and conflict resolution skills
• Proficient with Microsoft Office (Word, Excel), internet use, and social media
• Familiarity with downtown Victoria or retail center operations is an asset

Key Skills

• Strong guest service and problem-solving abilities
• Ability to remain calm and professional in fast-paced situations
• Experience supporting promotions, events, and daily operations
• Excellent attention to detail and organizational skills
• Proactive, reliable, and team-oriented approach

Availability

• Availability during holiday seasons and peak periods is required