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Guest Relations Officer 3 Months Ftc

3 months ago

Johannesburg, Gauteng, South Africa CBRE Excellerate Full time

Position title :
GUEST RELATIONS OFFICER - REGIONAL SHOPPING CENTRE

Job Location :

GAUTENG

Main purpose / objective of the position:

Role Objectives \ Responsibilities:

_Customer Service Excellence:
_

  • Provide firstclass customer service to guests, ensuring a welcoming and pleasant shopping environment.
  • Assist visitors with directions, store information, services, and general inquiries.

_ Issue Resolution:
_

  • Address and resolve customer complaints and concerns quickly and efficiently.
  • Escalate more serious issues to the appropriate management level.

_ Visitor Engagement:
_

  • Greet visitors warmly and provide personalized service.
  • Engage with customers to gather feedback on their shopping experience and suggest improvements to management.

_ Loyalty Programs and Promotions:
_

  • Promote and manage loyalty programs and inform guests about ongoing promotions and events.
  • Encourage visitors to participate in surveys or sign up for newsletters and updates.

_ Safety and Security:
_

  • Monitor the shopping center environment to ensure safety and comfort for all guests.
  • Report any suspicious activities or safety concerns to security.

_ Administrative Support:
_

  • Keep records of customer interactions and transactions, detailing inquiries, complaints, and comments.
  • Prepare weekly reports on visitor trends, issues, and other relevant feedback.

_ Event Support:
_

  • Assist in organizing and managing events held within the shopping center.
  • Provide support during events, such as registration and guest assistance.

_ Communication Hub:
_

  • Act as a liaison between customers, retail tenants, and management.
  • Communicate relevant information to all stakeholders in a timely manner

Experience / Education:

  • High school diploma or equivalent; further education or training in hospitality or customer service is a plus.
  • Proven experience in a customer service or guest relations role, preferably in a hospitality or retail environment.
  • Excellent interpersonal and communication skills.
  • Strong problemsolving abilities and customerfocused attitude.
  • Fluent in English; additional languages are an advantage.
  • Proficient with office software and capable of learning new systems