Job Description

Guest Service Representative Lead

Overview

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We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!




Start your phenomenal career with Allied Universal today!

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Location:

Downtown Victoria, BC

Position Type:

Full-Time, Permanent

Wage:

$23.00 - $23.50 per hour

Schedule:

Tuesday to Saturday, 9:30 a.m. start (40 hours/week)

About the Role

Allied Universal is proud to support a high-profile shopping destination located in the heart of downtown Victoria. This busy urban retail center plays a major role in the city's retail and tourism landscape, welcoming millions of visitors every year.


As the on-site service provider, our mission is to enhance the guest experience by delivering professional, welcoming, and solution-oriented customer service on behalf of our client.


We are seeking a Guest Services Lead who will set the tone for exceptional service delivery, guide a team of front-line Guest Services Representatives, and contribute directly to special events, promotions, and retailer support. This role plays a critical part in ensuring guests feel welcome, informed, and supported throughout their visit.

Key Responsibilities :

Customer Experience & Strategy

Lead and continuously improve guest experience delivery Monitor customer interactions and identify trends or service opportunities

Team Leadership & Training

Supervise, train, and schedule Guest Services Representatives Foster a culture of service excellence and team recognition Ensure staff maintain appearance and service standards

Marketing & Promotions Support

Collaborate with the client's Marketing Assistant to support events and campaigns Assist with promotional tracking and post-event analysis Communicate all promotional activities clearly to Guest Services staff

Retailer & Guest Relations

Build strong working relationships with on-site retailers Assist with gift card troubleshooting, retailer communications, and job board postings Act as a point of contact for both retail tenants and guests

Gift Card Program Management

Maintain and reconcile gift card inventory and deposits Drive gift card sales and manage corporate client relationships Submit monthly sales reports and manage inventory controls

Administration & Operations

Oversee opening and closing procedures, including cash handling and reporting Operate POS systems, PA systems, and internal tracking tools Complete monthly reports on service performance, events, and lost & found

Education & Experience

High School Diploma required 2-3 years of supervisory experience in customer service, hospitality, or marketing Proven communication, leadership, and conflict resolution skills Proficient with Microsoft Office (Word, Excel), internet use, and social media Familiarity with downtown Victoria or retail center operations is an asset

Key Skills

Strong guest service and problem-solving abilities Ability to remain calm and professional in fast-paced situations Experience supporting promotions, events, and daily operations Excellent attention to detail and organizational skills Proactive, reliable, and team-oriented approach

Availability

Availability during holiday seasons and peak periods is required

Closing

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Allied Universal

provides unparalleled service, systems and solutions to the people and business of our communities, and is North America's leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: www.AUSecurity.ca.

Requisition ID

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2025-1422322