Guest Services Representative

About Leyad

Leyad is a Montreal-based real estate investment and management firm with a diverse portfolio of residential and commercial properties across Canada. For over a decade, we’ve focused on creating long-term value through strategic, sustainable investments and a commitment to excellence. Our success stems from our ability to identify opportunities where others see challenges and consistently deliver strong results for our clients/tenants.

About the Role

We are looking for a friendly, outgoing, and customer-focused Guest Services Representative to join the team at Niagara Pen Centre. In this role, you will be a key point of contact for shopping centre guests, retailers, and visitors, providing exceptional service and assistance while supporting centre events, promotions, and community initiatives.

This position embraces a “Beyond the Booth” approach, meaning you will actively engage with guests throughout the shopping centre and help create a welcoming, positive experience from the moment they arrive.

Key Responsibilities

Guest Services & Customer Experience

• Provide exceptional customer service and assistance to guests, tenants, and visitors.
• Respond to telephone, email, and in-person inquiries in a professional and timely manner.
• Provide information regarding retailers, services, amenities, promotions, and events at Niagara Pen Centre.
• Assist with the sale and administration of shopping centre gift cards, including daily deposits, shift reports, logs, and gift-with-purchase items.
• Complete opening and closing procedures as directed by the Guest Services Supervisor.
• Maintain customer tracking initiatives, reports, and administrative records.
• Assist guests with a variety of requests and available shopping centre services.
• Work closely with Security, Operations, and other departments to help maintain a safe, clean, and welcoming environment.
• Build positive relationships with retailers and remain knowledgeable about store offerings and promotions.
• Maintain a clean, organized, and professional Guest Services area.
• Monitor and replenish inventory of office supplies, gift cards, and Guest Services materials.

Marketing & Event Support

• Support the Marketing Team with shopping centre events, promotions, and community initiatives.
• Assist with event set-up and tear-down, guest registration, line management, promotional material distribution, and vendor/performer coordination.
• Assist with event logistics before, during, and after events.
• Prepare event supplies, promotional materials, and other materials as required.
• Stay informed of Niagara Pen Centre’s website and social media channels to accurately respond to guest inquiries.
• Perform other duties as assigned by the Guest Services Supervisor or Marketing Manager.

Qualifications

• Previous customer service, retail, hospitality, or guest services experience is considered an asset.
• Exceptional customer service skills with a genuine passion for creating positive guest experiences.
• Friendly, approachable, and outgoing personality with strong interpersonal skills.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Comfortable working in a busy public environment and supporting large-scale events.
• Proficiency with Microsoft Office and general computer applications.
• Familiarity with social media platforms such as Facebook, Instagram, TikTok, and Threads.
• Ability to lift and move event supplies and assist with event set-up and tear-down.
• Self-motivated, reliable, creative, and enthusiastic.
• Flexible availability, including evenings, weekends, holidays, and special events as required.

Why Join Leyad

At Leyad, you’ll join a collaborative and customer-focused team dedicated to creating positive experiences for our guests, tenants, and communities. As a Guest Services Representative, you’ll have the opportunity to make a direct impact on the shopping centre experience while developing your customer service, communication, and event coordination skills in a dynamic and supportive environment.

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