Guest Services Representative

April 29 2021
Industries Real Estate
Categories Customer Service, Call Centres, Retail, Customer service, Store Operations - Associate
Delta, BC

Ivanhoé Cambridge develops and invests in high-quality real estate properties, projects and companies that are shaping the urban fabric in dynamic cities around the world. It does so responsibly, with a view to generate long-term performance. Ivanhoé Cambridge is committed to creating living spaces that foster the well-being of people and communities, while reducing its environmental footprint.

Ivanhoé Cambridge invests internationally alongside strategic partners and major real estate funds that are leaders in their markets. Through subsidiaries and partnerships, the Company holds interests in more than 1,000 buildings, primarily in the industrial and logistics, office, residential and retail sectors. Ivanhoé Cambridge held close to C$60,4 billion in real estate assets as at December 31, 2020 and is a real estate subsidiary of the Caisse de dépôt et placement du Québec (, one of Canada's leading institutional fund managers. For more information:

Department : Tsawwassen Mills

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. You must ensure every customer interaction is carried out in a professional, courteous and efficient manner.

  • Lead by example and work the front lines, and engage with customers on the floor (common areas);
  • Cultivate a strong sense of pride and ownership at Guest Services and work as a team to make the environment fun and welcoming;
  • 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 interactions with customers and assist customers by providing excellent service;
  • Assist the Guest Services Supervisor with developing strategic plans and tactics for improving customer service offerings for shoppers, retailers and contractors;
  • Constantly strive to improve and build upon the centre's service and seeks new ideas to incorporate into service menu;
  • Interact with shoppers and retailers in a courteous and efficient manner;
  • Sell shopping centre gift cards and balance sales to transactions, following gift card and finance policies and procedures;
  • Drive gift card sales.  Understand sales performance/key trends and communicate pertinent information to management and Guest Services staff;
  • Distribute gift card materials to retailers, as necessary;
  • Train and set up new retailers and resolve any gift card inquires or issues;
  • Project a positive attitude over the telephone, on KIPSU, and in person;
  • Develop and maintain strong relationships with retailers and educate them about the centre's services;
  • Assist guests by providing directions/information, answering questions, and performing other centre specific services such as parcel carry-out and store escorts;
  • 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;
  • 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;
  • Assist with promotional events in the areas of ballot distribution/collection/sorting, GWP's, special event ticket sales, etc.;
  • Act as a delegate to facilitate Meet & Greets with group tours;
  • Become well-versed in both front and back end of the in-house Zaui shuttle booking tool. Must be able to assist employees on how to book the shuttle through step-by-step process, as well as trouble-shoot issues and re-book reservations;
  • Assist Guest Services Supervisor with tracking inventory and advising when stock needs to be re-ordered;
  • 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;
  • Able to develop schedules and prepare timesheets as needed;
  • Participate in special projects and assume other duties and responsibilities as assigned.

Key requirements

  • High school education;
  • Previous customer service experience preferred;
  • 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;
  • Strong written and oral communication skills, 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 100 Top Employers in Canada.

Ivanhoé Cambridge's commitment to diversity and inclusion spans the breadth of its operations. Accommodations are available upon request for candidates taking part in all aspects of the selection process. We take pride in creating a working environment where everyone is set up for success. Please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially .

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