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)