Guest Relations Officer 3 Months Ftc

4 days ago

Johannesburg, 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 first-class 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 problem-solving abilities and customer-focused attitude.
- Fluent in English; additional languages are an advantage.
- Proficient with office software and capable of learning new systems

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