(Senior) Guest Services Officer (Shopping Mall)

Hysan Development Co Ltd; Hong Kong; Sur place; HKD 160 000 - 230 000; Plein temps

Avantages offerts par ce poste

New Join Bonus

17 days public holidays

Résumé du poste

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).

Responsabilités

• 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.

Connaissances

Customer service

Leadership

Communication

Interpersonal skills

Formation

Diploma holder

Outils

MS Office

Description du poste

(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.

For enquiries, please call/whatsapp: 97 380.

Hysan Development is a public-listed property investment, management and development company in Hong Kong with a major portfolio in high-quality office, retail and residential properties. We are also one of the leading commercial landlords in the prime office/retail Causeway Bay district. We now invite high calibre candidate to join us.

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.

You may get to know more about us throughwww.hysan.com.hk