The Guest/Community Relations Administrative Assistant is accountable to the Marketing Manager for supporting the effective execution of guest relations and community programs, including not for profit activations, donations, guest queries, gift card sales and overall guest experience, at Coquitlam Centre in a manner that reflects both the shopping centre’s image and the organizational goals and objectives.
DUTIES AND RESPONSIBILITIES
Guest Service Relations
Responds to and facilitates requests for assistance and information from the general public and tenants in person, over the phone, by email, and via texting platform in a proactive manner resulting in the compliance to the organization’s customer service level agreement. Addresses customer concerns and complaints in a timely and professional manner; provides status reports to centre management on key issues.
Gift Card Program
Processes online gift card transactions, reconciles credit and debit transactions to ensure accuracy and safeguarding of company assets. Conducts monthly reporting and inventory control, restocks and arranges for repair of equipment as required to ensure that the online Gift Card and Vending Machine programs is effective, financially sound and adds values for tenants and guests.
Manages the centre’s Lost & Found program to improve customer satisfaction and shopping experience of the centre’s guests. Supports centre-wide promotions, marketing programs, events and contests as required. Oversees, with the support of Marketing Manager, special projects and/or other on-going programs specific to the centre i.e. Children’s play area, walking club, etc.
Communication with Internal Stakeholders
Maintains on-going communication with other departments within the shopping centre to ensure the effective dispatch of services (e.g. cleaning, maintenance, security) where required in a manner that supports the shopping centre’s image.
Community Donation and Activations
Executes, with the support of the Marketing Manager, the centre’s community donations and activations program. Responds to inquiries, liaises with community groups, conducts yearly reports. Oversees set up of activations as required.
Any other job related duties and/or projects that may be assigned.
Skills, Knowledge, Experience and Education
High-school diploma or an equivalent experience.
Minimum of 2 years of relevant experience in the real estate industry and retail shopping centres.
Advanced working knowledge of MC Office applications.
Excellent organizational and time-management skills
Strong customer focus and client service skills
Strong communication skills both verbal and written
Superior interpersonal and relationship building skills at all levels of organization
Ability to handle a high workload in a fast-paced and challenging environment
Ability to deliver constructive feedback and motivate and coach others for better performance
Demonstrated ability to address diverse management and team dynamics issues
Demonstrated leadership skills
High level of self-motivation and energy
Conflict resolution skills.
Morguard is a fully integrated real estate company. We own, manage and invest in high-quality, well-located, geographically diversified assets across North America. We have built our business with strong leadership and a proven management platform that have generated substantial, risk-adjusted returns – and significant long-term growth. With more than 40 years of experience and a dynamic team of 1,500 professionals, our commitment is to realize the potential of real estate through value creation and operational excellence.
We are committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify Human Resources at [email protected] or 905 281-5967.
***Subject to legally permissible exceptions or accommodation requests, Morguard requires that all new hires be fully vaccinated, as defined by Public Health, for COVID-19 on their first day of the assignment. Unless a valid Human Rights exemption applies, the vaccine requirement will be a condition of employment with Morguard and you will be required to submit your documented proof of vaccination. Should you require an accommodation as set out by the Human Rights Code , please notify our Human Resources Department at [email protected] , 905-281-5967.***
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