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Job Detail

Guest Services Representative - Centre Eaton de Montreal & Place Montréal Trust

Job Summary

Location

Montreal QC

Posting date

Industries

  • Real Estate

Categories

  • Store Operations - Associate

Ivanhoé Cambridge, a global real estate industry leader, invests in high-quality properties and real estate companies in select cities around the world. It does so prudently, with a long-term view to generate optimal, risk-adjusted returns. Founded in Quebec in 1953, Ivanhoé Cambridge has built a vertically integrated business across Canada. Internationally, the Company invests alongside key partners and major real estate funds that are leaders in their respective markets.

Through subsidiaries and partnerships, Ivanhoé Cambridge holds interests in nearly 800 buildings, primarily in the residential, office, retail and logistics real estate sectors. Ivanhoé Cambridge held approximately C$56 billion in assets as at December 31, 2016. The Company is a real estate subsidiary of the Caisse de dépôt et placement du Québec ( cdpq.com ), one of Canada's leading institutional fund managers. For more information :  ivanhoecambridge.com .

Department: Centre Eaton de Montréal, Place Montréal Trust

Position type: Salaried

Specific accountabilities

Enthusiastically and consistently delivers on the Ivanhoe Cambridge mission of "Continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience." Committed to providing an exceptional Customer Experience. The Guest Services Representative must ensure every customer interaction is carried out in a professional, courteous and efficient manner.

In addition to serving customers at the information desk, the Guest Services Representative will be called upon to assist the Guest Services Supervisor with certain routine tasks and special projects as assigned.

Main duties include:

  • Assist guests by providing directions/information, answering questions, and performing other centre specific services;
  • Maintain a thorough knowledge of the shopping centre's services, amenities/facilities, stores/locations, promotional activities and comfort tools;
  • Proactively seek opportunities to create memorable customer interactions assist customers and provide excellent service;
  • Regularly update the customer service handbook and ensure the corresponding information is conveyed to those who need it;
  • Constantly strive to improve and build upon the centre's service and seeks new ideas to incorporate into service menu;
  • Maintain 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;
  • Sell shopping centre gift cards and balance sales to transactions;
  • Drive gift card sales. Understand sales performance/key trends and communicates pertinent information to management and Guest Services staff;
  • Develop and maintain strong relationships with retailers and educate them about the centre's services;
  • Assist with the tracking, analyzing and reporting of all customer service programs;
  • Empower and motivate Guest Services teams to create memorable customer experience and interactions;
  • Assist with promotional events in the areas of ballot distribution/collection/sorting, GWP's, special event ticket sales, etc.;
  • Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services role and areas of responsibility as outlined in the plan;
  • Fill in for the Guest Services Supervisor when absent;
  • As needed, assist the Guest Services Supervisor with staff schedules, timesheets and training activities;

  • Assist Guest Services Supervisor with tracking inventory and advising when stock needs to be re-ordered;

  • Participate in special projects and assumes other duties and responsibilities as assigned.

Key requirements

  • High school education;
  • Previous customer service experience;
  • Positive attitude and a strong desire to provide excellent customer service;
  • Must be able to effectively communicate with shoppers, retailers, centre Management, Service Providers and all of the 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;
  • Fluency in written and spoken French and English; multilingual skills a plus ;
  • Conflict resolution/management skills;
  • Must be friendly, approachable, proactive and solution focused;
  • Excellent computer skills (including Excel, Word, Outlook and PowerPoint);
  • Flexible and able to work weekends, nights and holidays.

IF YOU ARE INTERESTED IN THIS CHALLENGE, PLEASE SUBMIT YOUR RESUME.

You have everything to gain!

When you join the Ivanhoé Cambridge team, you are eligible for employment benefits and a pension plan that are among the best in the industry. Our many health and wellness programs encourage you to balance your work and personal lives and fulfil your desire for social involvement, while maintaining a healthy lifestyle. At Ivanhoé Cambridge, you will have many opportunities to develop your skills and thrive professionally, in Canada or elsewhere in the world. Our initiatives aimed at creating an exceptional working environment that inspires our employees to give the best of themselves elevated Ivanhoé Cambridge into the ranks of Canada's 50 Best Employers100 Top Employers and 10 Most Admired Corporate Cultures.