Job Posting: Guest Service Advisor

Job Profile

Guest Service Advisor

McArthurGlen Designer Outlet Vancouver Airport

McArthurGlen Group Mission

“To create the finest designer outlet experience” 

McArthurGlen Group Vision

“To continue our mission in Europe and other markets, while enhancing the quality of our customer experience, the lives of all our employees and the communities where we do business”. 

Purpose of Position 

To provide exceptional service that enhances the customer experience. In adherence with McArthurGlen’s mission and vision, elevate the level of service provided to all customers, internal and external by answering queries in a positive manner. Proactively anticipate the needs of our visitors and create a welcome environment within the centre.   

Key Accountabilities 

• Meet and greet internal and external customers at the Information Desk and/or reception desk, resolving queries/complaints in a professional and friendly manner, and proactively offer information to add the greatest value possible to the customer experience. 

• Adhere to the Office and Information Desk Training manuals and the Way Forward Document, highlighting any areas for improvement to the Retail Manager, in order to continuously improve the support function within the centre. 

• Liaise with the Marketing Manager and Tourism Manager to maintain awareness of new promotions and developments and communicate these effectively with both tenants and customers. 

• Ensure the Information Desk is always clean, tidy, well-organised and well-stocked with relevant information to ensure that McArthurGlen is positively promoted at all times. 

• Record, coordinate and report relevant information, including tenant figures, lost property, wheelchair and radio records, and efficiently balance voucher sales, and other transactions so that Managers, customers and tenants have accurate information.   

• Coordinate Centre Event Calendar on a weekly basis and ensure the Contact Information and Vacancies Board is regularly updated. 

• Process and prioritise incoming and outgoing couriers, deliveries and mail in a timely manner. 

• Provide a comprehensive support service to the Retail Manager when necessary, including updating contact information, coordinating telephone calls, and maintaining a voicemail service to ensure that external clients are dealt with quickly and effectively. 

• Highlight potential customer issues and innovative customer service suggestions to the management team to improve customer service. 

• All employees have a responsibility to comply with McArthurGlen Health, Safety, and Sustainability policies. 

• You are responsible for fully complying with the company’s policies and procedures. 

• At all times you should act in the company’s best interests and in the best interests of those entities which we represent. 

Key Relationships 

Capabilities 

1. Customer Focus
2. Communication
3. Teamwork
4. Professional & Technical
5. Vision and Strategy
6. Drive for Results
7. Inspiring Leadership
8. Commercial Judgment
9. Entrepreneurial Spirit
10. Developing Potential 

Knowledge and Skills 

• High school graduate diploma or equivalent
• Experience in a customer service/hospitality role
• Reception experience is desirable
• IT skills – Beginner Word, Excel, Outlook and PowerPoint
• Fluency in Mandarin or/and Cantonese (verbal) is an asset 

If you are interested, please send your resume in English to: 

Danielle Compton, Office Manager

Danielle.Compton@mcarthurglen.com 

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