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

• Inherent requirements for the position (non-negotiable)
• Matric certificate (Grade 12).
• Previous experience in customer service, hospitality, or front-of-house experience.
• Strong verbal and written communication skills.
• Additional demonstrable requirements:
• Diploma in Marketing, Hospitality, or Customer Service.
• Experience in a shopping centre, retail, or hospitality environment.

What you will be doing

The main responsibilities will include:

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.