Guest Service Associate

Role & responsibilities

• Greet and welcome guests courteously at various touchpoints (entrance, helpdesk, info kiosk, etc.).
• Provide accurate information about mall facilities, store locations, ongoing promotions, events, and services.
• Assist lost or distressed guests, including elderly, children, and differently abled individuals.
• Handle guest complaints promptly and escalate unresolved issues to the appropriate department.
• Coordinate with housekeeping, security, and maintenance teams to ensure guest comfort and safety.
• Maintain a log of guest feedback, suggestions, and complaints for management review.
• Ensure the helpdesk and guest service areas are clean, organized, and well-equipped with updated information.
• Assist in emergency situations and follow proper protocols as per mall safety guidelines.
• Distribute promotional materials, brochures, and assist during mall events.
• Maintain a pleasant and professional demeanor at all times.

Key Skills and Competencies:

• Excellent communication skills (English, Hindi, and regional language preferred)
• Strong interpersonal and problem-solving skills
• Positive attitude with a customer-first approach
• Good grooming and professional appearance
• Ability to stay calm and courteous under pressure
• Basic computer and reporting skills (MS Excel, Email, CRM tools)