SHOPPING CONCIERGE - (SP10660)

The Westfield Group (ASX Code: WDC) is an internally managed, vertically integrated, shopping center group undertaking ownership, development, design, construction, funds/asset management, property management, leasing and marketing activities. Westfield has more than 43 years of experience in the shopping center business and employs in excess of 4,000 staff worldwide.

Shopping Concierge acts as the face of Westfield and becomes a critical player in the delivery of exceptional WOW service. WOW serves as the cornerstone of Westfield's philosophy of consistently delivering a superior customer experience. Ultimately, actions are a catalyst for providing customers with "reasons to go to Westfield" and "reasons to stay." Position is primarily based at the Shopping Concierge Center, but can include all
areas of shopping center.

Responsibilities:
* Demonstrate a true passion for WOW customer service and proactively seeks ways to surprise and delight our shoppers, retailers and team members; strives to go above and beyond.
* Become a model in participating in and delivering Westfield's Standards for
Success.
* Serve as primary resource for customers seeking information, assistance or store recommendations; be a liaison between other departments in an effort to provide an exceptional experience.
* Based at the Concierge Center, develop a thorough understanding of all key services and amenities and possess the ability to deliver service in an
exceptional and timely manner. Branded services and amenities include, but
are not limited to: Family Lounge, Westfield Playtown, American Express Gift
Card, Complimentary Kiddie Kruzzers, Free Balloons, Signature Gift Boxes,
Package Carry out, Gift Ideas, etc.
* Establish and nurture strong relationships with center retailers. Develop and
maintain thorough knowledge of center store selection, locations,
merchandising, price points, special sales and events. Have the ability to
effectively communicate this key information to customers.
* Sell and provide service for the Westfield American Express Gift Cards.
* Uphold the Westfield uniform standards as clearly outlined in the Westfield
Uniform Style Guide.
* Develop an understanding of Westfield's stringent operational and marketing expectations and have the ability to proactively identify and seek resolution when something is not up to par.
* Offer recommendations for new/additional services and amenities based on
customer feedback.
* Support Sr. Shopping Concierge and Marketing Director on the implementation of any marketing initiative, including seasonal programs, community outreach efforts, Brand Alliance activations and other events.
* Actively participate in all aspects of the "Steps for Success" training program and all scheduled training programs.
* Maintain professional order and cleanliness at the Concierge Center.
* Uphold Customer Experience Program Standards (audits and mystery shops), and work to set an example for team members and other departments to emulate.
* Build and maintain knowledge of community venues, establishments and
events in order to communicate the information to customers.
* Communicate customer feedback and market trends of the shopping center to management.
* If applicable, participate in roaming, or any strategic customer experience plan for development properties.
* Conduct all administrative service functions of the Concierge Center. Operate all equipment including, but not limited to: Computer/printer Internet, Ultra POS, FAX, accessing email, and any clerical paperwork duties as assigned.
* Other duties as assigned.

Skills:
a) Previous retail, customer service/concierge or sales experience
preferred.
b) Employee must be able to pleasantly accommodate/communicate to a
broad range of clientele with varied needs.
c) Must be able to work in a fast-paced environment, maintaining
professionalism at all times.
d) Excellent communication and organizational skills
e) Must be able to collaborate and work within a team environment
f) Must be proactive, approachable and solution focused.
g) Must be proficient on basic Microsoft Office platform.
h) Must be flexible and able to work weekends, nights and holidays.



************************************************
TO APPLY FOR THIS JOB

Click (or copy and paste) the following Link/URL into your browser address bar to be redirected to our job posting website and our online application form.


See Job Description