Senior Guest Services Officer; Shopping Mall

Senior Guest Services Officer (Shopping Mall)

To lead the customer service team to provide high standard customer service to the shoppers in Hysan’s shopping mall and create an enjoyable shopping experience for the shoppers.

Key Responsibilities

• 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.
• 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 manager.

Skills, Qualifications and Experience Requirements

• Diploma holder with at least 7 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).
• Willing to work on shift (5 days/week)
• Entitled to PH (17 days/year)
• New Join Bonus $3000

An attractive remuneration package will be offered to the right candidate. Interested parties please press Apply now
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For enquiries, please call/whatsapp: .

Hysan is an equal opportunity employer. All information collected will be kept in strict confidence and used solely for recruitment related purposes within the Hysan Group Companies.