About the role<\/p>\n
\tThe 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\u2019s service standards. The officer provides information, resolves queries, supports tenant engagement, and enhances the overall shopping experience to reinforce the Mall\u2019s reputation as a premium retail destination<\/p>\n
What you will bring<\/p>\n
Experience \/ Education:<\/p>\n
Required:<\/p>\n
\tPrevious experience in customer service, hospitality, or front-of-house experience.
\n\tStrong verbal and written communication skills.
\n\tMatric certificate (Grade 12).<\/p>\n
\u00a0Preferred:<\/p>\n
\tDiploma in Marketing, Hospitality, or Customer Service.
\n\tExperience in a shopping centre, retail, or hospitality environment.<\/p>\n
Skills Required:<\/p>\n
\tStrong interpersonal and communication skills.
\n\tProfessional presentation and grooming.
\n\tConflict resolution and problem-solving skills.
\n\tAbility to multitask in a high-traffic environment.
\n\tComputer literacy (MS Office, email, WhatsApp, reporting)<\/p>\n
\u00a0Knowledge Required:<\/p>\n
\tBasic knowledge of shopping centre operations and tenant mix.
\n\tFamiliarity with customer service standards and complaint-handling processes.
\n\tUnderstanding of health, safety, and security protocols.
\n\tFlexible and adaptable approach to work, including availability to work weekends and public holidays<\/p>\n
Competencies Required:<\/p>\n
\tCommunication
\n\tCustomer & Quality Focus
\n\tProblem Solving
\n\tProfessionalism & Service Orientation
\n\tDrive & Productivity<\/p>\n
\u00a0Decision-Making Authority:<\/p>\n
\tAuthority to resolve routine guest queries and complaints.
\n\tAuthority to escalate complex, reputational, or security-related matters to the Marketing Manager or Centre Management.
\n\tAuthority to manage day-to-day guest service processes in line with policy.<\/p>\n
What you will be doing<\/p>\n
You will be responsible for the following:<\/p>\n
Customer Service:<\/p>\n
\tServe as the first point of contact for all visitors, providing information, directions, and assistance.
\n\tHandle customer enquiries and complaints professionally, ensuring swift resolution and escalation when necessary.
\n\tAssist shoppers with store locations, promotions, and general mall information.
\n\tProvide recommendations on mall services and tenant offerings.
\n\tAddress lost and found queries and direct to security as and when necessary.
\n\tAssist customers with gift card purchases and related inquiries.<\/p>\n
\u00a0Tenant & Mall Support:<\/p>\n
\tLiaise with tenants as and when needed to ensure smooth communication and relay relevant information to shoppers.
\n\tMonitor mall activities, ensuring exhibitors and promotions adhere to mall guidelines.
\n\tAssist with customer surveys and feedback collection for improving mall services.
\n\tWork closely with security and cleaning teams to uphold mall standards.<\/p>\n
\u00a0Events & Promotions Assistance:<\/p>\n
\tSupport the Marketing team during mall events, promotions, and seasonal campaigns.
\n\tDistribute marketing materials and inform shoppers about ongoing and upcoming mall promotions.<\/p>\n
Interfaces \/ Relationships With<\/p>\n
\u00a0Internal:<\/p>\n
\tMarketing Manager
\n\tCentre Management Team
\n\tSecurity and Operations Teams<\/p>\n
\u00a0External:<\/p>\n
\tShoppers and visitors
\n\tTenants and service providers
\n\tWorking Conditions, incl. Hours
\n\tBased at Brooklyn Mall information\/guest services desks.
\n\tStandard retail centre working hours, including weekends, public holidays, and extended trading periods.
\n\tOvertime during peak trading seasons or special events<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
excelleratejhicom.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/excelleratejhicom.simplify.hr","_company_name":"Excellerate JHI","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-20091","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/20091","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=20091"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=20091"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=20091"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}