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Guest Experience Representative

Job ID:
Job Type:
Permanent Part Time
Edmonton, Alberta, Canada
Job Category:
Customer Service / Customer Associates
Job Location:
Edmonton City Centre
Oxford Properties
Closing Date:
June 23, 2019

Why join us?

We are currently looking for highly motivated Guest Experience Representatives to join our team at Edmonton City Centre. Committed to providing an exceptional guest services, the Guest Experience Representatives must ensure every guest interaction is carried out in a professional, courteous and efficient manner.

You will be a key member of an engaged, high-reaching team as part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate and valuing customers as genuine partners.

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

• Proactively seeking opportunities (using good judgment) to create memorable Guest interactions, assist Guests and provide excellent service.
• Maintaining a thorough knowledge of the Shopping Centre’s services, amenities/facilities, stores/locations and promotional activities as well as the downtown core/surrounding areas.
• Assisting Guests by providing directions/information, answering questions, and performing other specific services as assigned.
• Encouraging Guests in utilizing of social media, mobile and on-line services to enhance their shopping experience.
• Developing and maintaining strong relationships with retailers not only to educate them about available services but also to be able to understand all merchant offerings and services.
• Maintaining store knowledge about merchandise, price points, sales or special events to be able to offer gift or store suggestions based on the shopper’s needs.
• Interacting with shoppers and retailers in a courteous and efficient manner.
• Thinking ahead and anticipate problems before they arise.
• Conducting all service functions of the Guest Relations/Guest Services Kiosk, including sales of gift cards.
• Ensuring accuracy in all Guest interaction communication tools (phone messages, website, social media outlets, pamphlets, directories, and face-to-face interactions).
• Participating in special projects and assume other duties and responsibilities as assigned
• Promoting awareness of the Centre’s commitment to Health and Safety and maintaining a clear understanding of Guest Services role and areas of responsibility relating to H&S.
• Engaging with customers through social media platforms (Instagram, Facebook and Twitter). Identifying trending and social-friendly topics for engagement.

To succeed in this role, you have:

• Must possess a high school diploma. Post-secondary education is preferred in a related field (i.e. Hospitality or Marketing/Communications)
• Must have a minimum of 3 years of direct customer service experience.
• Must have a positive attitude and a strong desire to provide excellent Guest service.
• Must be able to effectively communicate with shoppers, retailers, Centre Management, Service Providers and all shopping centre personnel.
• Must be able to work in a fast paced environment, with the ability to multi-task while maintaining a high level of professionalism.
• Demonstrate strong written and oral communication skills.
• Have proven conflict resolution/management skills ability to think on your feet and improvise
• Must be friendly, approachable, proactive and solution focused.
• Work efficiently and independently with minimal supervision.
• Have intermediate to advanced knowledge of Microsoft Office applications, specifically Excel
• Experience in social media for business is considered a strong asset. Working knowledge of all social platforms, analytics and social listening/engagement tools such as Hootsuite.
• Are well organized and have strong time management skills.

Our story:

Oxford Properties Group connects people to exceptional places, and is the owner, developer and manager of some of the world’s best real estate assets. Established in 1960, it manages over C$58 billion of assets across the globe on behalf of its co-owners and investment partners. Oxford’s portfolio encompasses office, retail, industrial, hotels and multifamily residential and spans over 100 million square feet in global gateway cities across four continents. A highly disciplined and thematic investor, Oxford invests in properties, portfolios, development sites, debt, securities and platform opportunities across the risk-reward spectrum. With regional head offices in Toronto, New York, London, Luxembourg, Singapore and Sydney, its long-term approach to real estate investment aligns Oxford’s interests to its customers and the communities in which it operates. Oxford is the global real estate arm of OMERS, the AAA credit rated defined benefit pension plan for Ontario’s municipal employees. For more information on Oxford, visit www.oxfordproperties.com. OMERS is committed to having a workforce that reflects the communities in which we live and work. Diversity and Inclusion at OMERS means we respect and value the broadest range of experiences, geographies, gender, ethnicities and perspectives as key elements of our culture. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise if you require accommodation.

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