Website Excellerate JHI
At Excellerate JHI, we offer comprehensive guidance and support to property owners and occupiers, covering every aspect of their property strategies. From development to buying, selling, leasing, valuing, and asset management, our dedicated professionals are there to provide expert advice every step… read more of the way. With a collective experience of over 100 years in the local and global property services market, Excellerate JHI guarantees that our clients achieve meaningful outcomes through our wide range of services. Our property professionals, optimize client assets by blending their in-depth knowledge of local markets with specialised expertise, premier tools, and abundant resources. What sets Excellerate JHI apart is our commitment to service excellence, innovation, and tailor-made solutions. Our dynamic culture has propelled us to become a market leader and a trusted name in commercial property services. By joining our team, you will have the opportunity to work with like-minded professionals who strive for excellence, embrace innovation, and deliver exceptional solutions to our esteemed clients. Embark on a rewarding career journey with Excellerate JHI, where your talent will be nurtured and your potential unleashed. Take the first step today by exploring our available positions and join us in shaping the future of real estate services.
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
Apply via company website ( N / A ) or
excelleratejhicom.simplify.hr