Guest Services Officer
Besteam Personnel Consultancy Limited

Job Duties

Ensure the smooth day-to-day operation of the Concierge Counter so as to deliver first class services to all shoppers in light of the Group strategy

Motivate and monitor subordinates to work closely with the Management Office and Marketing Department to ensure smooth execution of daily operations, marketing and company activities

Handle customer complaints and feedback where appropriated

Support marketing activities, continuously strengthen relations with tenants and shoppers, and execution of in-mall promotional programs

Motivate, train and develop subordinates to meet organization’s current and future needs

Conduct briefings and training to front-line staff and reinforce the operation

Work with staff members supervised to identify areas where work processes might be improved or streamlined and make relevant recommendations to the management.

To plan and conduct regular bench-marking exercise on Concierge / Customer Services and recommend improvements with reference to latest market trend to the management for consideration.

Perform other duties / ad hoc projects as assigned by the superior.


Diploma holder with at least 5 year's customer service experience focusing on front-line customer interaction, hotel or shopping mall concierge experience, including 2 years at supervisory level

Good negotiation, communication, interpersonal and organization skills with strong leadership and customer focus

Positive mindset and strong sense of responsibility

Fluency in spoken and written English, Cantonese and competent in spoken Mandarin

Proficiency in MS Office (Excel, Word, Powerpoint and outlook)

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