Guest Services Representative - Part-Time (6-month Contract)

Role Impact:

To provide outstanding customer service to valued shoppers, community retailers and business partners. This is a 6-month part-time contract position consisting of up to 19 hours per week across three shifts, which includes every Saturday. The successful candidate must have availability and flexibility to work days, evenings, weekends, and holidays, to meet the needs of the business and may be required to stand for extended periods of time.

What you will deliver:

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  Deliver a welcoming, personalized experience to every shopper. This includes processing CF SHOP! cards, addressing customer needs, providing wayfinding assistance, coordinating taxi services, directing lost and found inquiries to Security and enthusiastically promoting mall events and sharing detailed retail and community information.

  
  


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  Receive, respond to and route guest inquiries via telephone, two-way radio, text (KIPSU text concierge program) and in-person, ensuring timely resolution and a consistently high level of customer service.

  
  


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  Administer gift card operations, including sales processing, inventory oversight, daily reconciliation and accurate record-keeping in accordance with established procedures.

  
  


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  Maintain accurate guest services records and logs, including customer interactions, special events, promotions, operational updates and visitor concerns.
  Prepare and provide regular reports to the General Manager and Security & Life Safety Manager, ensuring accurate up-to-date information to support operational oversight.

  
  


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  Build and maintain effective working relationships with shopping centre retailers, community partners and internal departments, acting as a liaison to support mall operations, events and promotions.

  
  


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  Assist with the execution of on-site marketing programs and campaigns.

  
  


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  Dispatch Security and Maintenance personnel as required.

  
  


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  Ensure centre effectiveness with daily walkthroughts noting areas of opportunities including cleanliness and potential customer hazards.

  
  


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  Roam throughout the shopping centre and station at specific hotspots to assist traffic flow and direct visitors/shoppers to follow the traffic signs.

  
  


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  Other duties as assigned.

  
  

What your strengths are:

• Customer-service focused: A “people-person” who genuinely enjoys working with the public. You are passionate about the “guest-first” philosophy with a natural ability to anticipate visitor needs, de-escalate concerns with empathy and create memorable, positive interactions for every shopper and tenant.


• Strong interpersonal skills: A collaborative and outgoing individual who naturally builds rapport with people. You excel at fostering a positive, inclusive workplace culture while simultaneously creating a welcoming and helpful environment for every visitor who enters the centre.


• Excellent communicator, both written and verbal: An articulate and approachable individual who communicates with warmth and clarity; you excel at translating information into clear, easy to understand instructions and guidance for guests. Your strong communication flows into administration work; maintaining precise and professional internal logs and reports.


• Responsible, punctual and excellent ability to interact with the public: Maintains a professional and composed demeanor at all times, serving as a high-standard CF brand ambassador for the shopping centre.


• Able to work well under pressure with minimal direction and meet deadlines: A self-starter who remains calm and efficient during peak hours, capable of managing multiple priorities with minimal supervision.

What you need to succeed:

• Previous experience in the hospitality or customer service field is preferred.


• Strong organizational skills, ability to multi-task and attention to detail.


• Ability to stand for extended periods of time and walk the centre while interacting with guests.


• Ability to assess, take initiative and fulfill customer and tenant expectations.

Starting base pay for this job level may range from $17.64 to $23.52. The actual base pay offered will consider several factors including, but not limited to the role, experiences, skills & qualifications, location, market and internal considerations; with this context, CF reserves the right to pay above this range.

Why you should join us:

At Cadillac Fairview we have been transforming communities for over 50 years.  We are so much more than our properties.  We are building leaders at all levels.  We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development.  We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.  Imagine a place where you can make a difference!

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

Are you someone who believes in our values?

• Aim Higher – we strive to exceed expectations


• Own Your Expertise – we empower ourselves and each other


• Collaborate Effectively – we bring the right people together to get the right results


• Engage with Empathy – we objectively consider the needs of others


• Embrace Change – we drive, learn from, and adapt to change

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.  We’re ready to meet you there – are you?

CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment.  If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email [email protected].

This posting is for a vacant position. CF may use artificial intelligence (AI) technology, alongside human review, to assist in screening and assessing applicants for this position.

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