Guest Relations Officer at Excellerate JHI

About the role

• The Guest Relations Officer is the first point of contact for shoppers, tenants, and visitors at Brooklyn Mall. This role ensures that guest interactions are handled professionally, courteously, and in alignment with the Mall’s service standards. The officer provides information, resolves queries, supports tenant engagement, and enhances the overall shopping experience to reinforce the Mall’s reputation as a premium retail destination

What you will bring

Experience / Education:

Required:

• Previous experience in customer service, hospitality, or front-of-house experience.
• Strong verbal and written communication skills.
• Matric certificate (Grade 12).

 Preferred:

• Diploma in Marketing, Hospitality, or Customer Service.
• Experience in a shopping centre, retail, or hospitality environment.

Skills Required:

• Strong interpersonal and communication skills.
• Professional presentation and grooming.
• Conflict resolution and problem-solving skills.
• Ability to multitask in a high-traffic environment.
• Computer literacy (MS Office, email, WhatsApp, reporting)

 Knowledge Required:

• Basic knowledge of shopping centre operations and tenant mix.
• Familiarity with customer service standards and complaint-handling processes.
• Understanding of health, safety, and security protocols.
• Flexible and adaptable approach to work, including availability to work weekends and public holidays

Competencies Required:

• Communication
• Customer & Quality Focus
• Problem Solving
• Professionalism & Service Orientation
• Drive & Productivity

 Decision-Making Authority:

• Authority to resolve routine guest queries and complaints.
• Authority to escalate complex, reputational, or security-related matters to the Marketing Manager or Centre Management.
• Authority to manage day-to-day guest service processes in line with policy.

What you will be doing

You will be responsible for the following:

Customer Service:

• Serve as the first point of contact for all visitors, providing information, directions, and assistance.
• Handle customer enquiries and complaints professionally, ensuring swift resolution and escalation when necessary.
• Assist shoppers with store locations, promotions, and general mall information.
• Provide recommendations on mall services and tenant offerings.
• Address lost and found queries and direct to security as and when necessary.
• Assist customers with gift card purchases and related inquiries.

 Tenant & Mall Support:

• Liaise with tenants as and when needed to ensure smooth communication and relay relevant information to shoppers.
• Monitor mall activities, ensuring exhibitors and promotions adhere to mall guidelines.
• Assist with customer surveys and feedback collection for improving mall services.
• Work closely with security and cleaning teams to uphold mall standards.

 Events & Promotions Assistance:

• Support the Marketing team during mall events, promotions, and seasonal campaigns.
• Distribute marketing materials and inform shoppers about ongoing and upcoming mall promotions.

Interfaces / Relationships With

 Internal:

• Marketing Manager
• Centre Management Team
• Security and Operations Teams

 External:

• Shoppers and visitors
• Tenants and service providers
• Working Conditions, incl. Hours
• Based at Brooklyn Mall information/guest services desks.
• Standard retail centre working hours, including weekends, public holidays, and extended trading periods.
• Overtime during peak trading seasons or special events