Guest Services Lead – Customer Experience

Company Overview:

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!

Company Overview:

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!

Position Overview:

Allied Universal is currently hiring an experienced Guest Services Lead – Customer Experience to oversee daily guest services operations at a busy mall in downtown Victoria, BC, serving local shoppers and visitors year-round.

We are seeking a Guest Services Lead to lead front-line staff and ensure every visitor enjoys a professional, welcoming, and high-quality experience.

This is a full-time, permanent leadership role ideal for candidates with experience in retail, hospitality, or customer service supervision who thrive in high-traffic, public-facing environments. The Guest Services Lead serves as the primary point of contact for mall retailers and guests, ensuring consistent, professional guest services and a positive shopping environment.

Key Responsibilities:

• Lead daily guest services operations and deliver an exceptional customer experience

• Supervise, train, coach, and schedule Guest Services Representatives

• Act as the primary escalation point for guest and retailer concerns, resolving issues professionally

• Support mall events, promotions, and marketing initiatives

• Build and maintain strong relationships with mall retailers and tenants

• Oversee the mall gift card program, including inventory, reconciliation, and reporting

• Manage opening and closing procedures, cash handling, POS systems, and administrative reporting

Required Qualifications:

• 2–3 years of supervisory experience in retail, hospitality, or customer service

• Strong leadership, communication, and conflict resolution skills

• Proficiency with Microsoft Word, Excel, internet tools, and social media

• Ability to remain calm, professional, and solution-focused in a busy environment

• Experience in a mall, retail center, or other public-facing facility

Skills and Competencies:

• Customer-focused leadership style with strong organizational and attention-to-detail skills

• Confident decision-maker with a proactive mindset

• Reliable, adaptable, and team-oriented

• Comfortable working independently while leading others

Why Join Allied Universal?

• Full-time, permanent leadership opportunity

• Competitive hourly wage with career stability

• Opportunities for career advancement within Allied Universal

• Educational Assistance Programs

• Work in a high-profile mall environment with a supportive management team