Seasonal Guest Experience Representative, Lead Hand – Square One Shopping Centre

at  Oxford Properties

Why join us?
Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.
At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.
Committed to providing an exceptional guest experience, the Guest Experience – 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 experience duties on each respective shift.
This is a seasonal position beginning as early as June 1st until January 2025, with a possibility of extension depending on business needs. Flexible availability is required for this role.

AS A MEMBER OF THIS TEAM, YOU WILL BE RESPONSIBLE FOR:

Guest Experience
Maintaining a detailed knowledge of the shopping centre’s services, amenities/facilities, stores/locations, and promotional activities.
Assisting guests by providing directions/information, answering questions, and performing other center-specific services as needed.
Maintaining a positive, understanding, and professional attitude toward guests.
Focusing on guest engagement, issue resolution and ensuring Guest Experience is delivering exceptional service standards.
Developing and maintaining positive relationships with retailers and educating them about the center’s services such as the gift-card refund procedure.
Demonstrating a strong understanding of digital communication platforms
Maintaining accuracy in all guest-facing communication tools (phone messages, website, social media outlets, pamphlets, directories, and communication).
Conduct all service functions of the Guest Experience desks.
Assume other responsibilities as assigned.
Gift Card Program
Be an expert of the National Gift Card program.
Sell Oxford gift cards in compliance with all Oxford policies and procedures.
Assume other responsibilities as assigned.
Administrative
Assist in day to day service & administrative tasks related to Guest Experience.
Work with Guest Experience Supervisor to maintain Guest Experience needs and training.
Assist in execution and training of Guest Experience team members on existing and new programs, with the expectation of being an ambassador for all Guest Experience initiatives.
Assume other responsibilities as assigned.

TO SUCCEED IN THIS ROLE, YOU:

Have completed high school. Post-secondary education is preferred with a focus on hospitality/tourism, marketing or a related program.
1 to 2 years of supervisory experience in a customer service and/or hospitality related industry.
Positive attitude and a passion for providing exceptional guest experiences.
Ability to effectively communicate and build rapport with the Guest Experience team, as well as retailers, management, service providers, and all shopping centre personnel.
Must be able to work well in a fast-paced environment, with the capability to problem-solve and multi-task, while maintaining a high-level of professionalism.
Adapts quickly to change in work requirements; can re-prioritize.
Strong written and verbal communication skills.
Conflict resolution and management skills.
Computer skills – including working knowledge of Microsoft Office programs.
Effective organizational and time management skills
The ability to work a flexible schedule of days, evenings, weekends, and holidays.