Senior Guest Services Leader - Mall Concierge

Hysan Development Co Ltd

Hong Kong

On-site

HKD 160,000 - 230,000

Full time

7 days ago

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17 days public holidays

Job summary

Hysan Development Co Ltd in Hong Kong is seeking a (Senior) Guest Services Officer to lead the customer service team at our shopping mall and create an enjoyable shopping experience for visitors. You will oversee the Concierge Counter, ensuring smooth daily operations and collaboration with Management Office and Marketing to align activities with corporate strategy.

The ideal candidate holds a Diploma with at least seven years in frontline customer service, with two years in supervision, fluent

Qualifications

Diploma holder with at least 7 year's customer service experience focusing on front-line interaction.
Experience including 2 years at supervisory level.
Fluency in English and Cantonese; competent in Mandarin is recommended.
Proficient in MS Office (Excel, Word, PowerPoint, Outlook).

Responsibilities

Lead the Concierge Counter to deliver first-class services and oversee daily operations.
Motivate and monitor staff to coordinate with Management Office and Marketing.
Handle customer complaints and feedback appropriately.
Support marketing activities and strengthen relations with tenants and shoppers.
Train, develop and brief front-line staff to meet current and future needs.
Identify process improvements and propose management recommendations.
Benchmark concierge operations against market trends and implement improvements.
Perform ad hoc duties as assigned by the manager.