Purpose of Position:
Provide proactive, professional, timely, efficient and friendly service to all external and internal customers of the center, ensuring relevant information is given and all queries are followed-through to the guest's satisfaction to enhance the shopping experience.
Meet and greet internal and external guests 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.
Regularly report to the Guest Experiences Coordinator all data and figures of incoming coaches and of any organized and spontaneous tourist, including report of all marketing tools (privilege cards, fashion passport).
Sale and management of Center gift cards, including assistance to external guests and stores. Complete the excel database and send it to the line manager.
Maintain and update vip cards and outlet cards database.
Maintain and update footfall and other figures in sharepoint on a daily basis.
Keep updated of Center Trade calendar with Marketing and Retail Manager in order to be aware of all Center activities, new promotions and developments and communicate these effectively with both tenants and customers.
Ensure the Guest Desk is always clean, tidy, well-organized 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, stamps, and other transactions so that Managers, customers and tenants have accurate information.
Ensure that Contact Information and is regularly updated.
Process and prioritize incoming and outgoing couriers, deliveries and mail in a timely manner.
In liaison with the Center Assistant, provide a comprehensive support service to the Center Management, including updating database contact information, coordinating telephone calls, and maintaining a voicemail service to ensure that external clients are dealt with quickly and effectively.
Provide ad hoc support to the Tourism, Marketing, Retail and Facility department when requested.
Highlight potential guest issues and innovative guest service suggestions to the management team to improve guest experience.
At all times, act in the company's best interests and in the best interests of those entities which we represent.
Success = Right Strategy + Communication + Enable Self and Others + Excellent Execution
Knowledge and Skills
- GCSE standard or equivalent
- Experience in a customer service role
- Reception experience is desirable
- IT skills – Beginner Word, Excel, Outlook and PowerPoint
- Languages: fluency in English and Spanish is mandatory plus French