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 to Metropolis at Metrotown.

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

What You Can Expect From Us

At JLL, we're committed to creating a workplace culture that attracts, develops, and retains the best people. As a Guest Services Representative, you'll gain valuable experience in retail property management while contributing to the success of one of Metro Vancouver's most iconic shopping destinations during its most exciting season.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally, the personal information we collect from you is used for processing in connection with JLL's recruitment process. For additional details, please see JLL's Privacy Statement at https://www.jll.ca/en/privacy-statement

Accommodation Requests

If you require accommodation at any stage of the application or interview process, please contact us at [appropriate contact email/phone].

JLL is committed to employment equity and encourages applications from all qualified candidates. We are an equal opportunity employer and value diversity in our workforce.