Operations Executive

Lulu Group; Palakkad; On-site; INR 250,000 - 420,000; Full time

Job summary

Lulu Group in Palakkad is seeking an Operations Executive to manage daily mall operations, policies, offers and customer facilities, driving seamless guest experiences.

You will train outsourced staff, coordinate with departments, assist VIP arrivals, handle lost items, safety measures and maintain records and reports to support efficient mall performance.

Responsibilities

• OPS Executive should be aware of mall operational policies and strategies
• To update offers of the Mall, Event details and promotional activities.
• Timely completion of the KRAs assigned.
• Ensure Security & Safety measures for the customers are on track.
• Guide and Help the Customers to avail facilities available in the Mall.
• Help and Guide the Retailers in Daily Operations.
• Co-ordinate with other departments on maintenance and up keeping of the mall.
• Perform special projects or tasks as assigned by Managers on daily basis
• OPS Executive should assist the Floor Managers to carry out various tasks for the Department
• OPS Executive should conduct daily training to Outsourced agency staffs on enhancing their skills and knowledge on Mall
• Responsible to escort and assist the VIPs upon their arrival
• Responsible for taking care of the mall assets
• Ensures OPS Executive Desk is well maintained with all the required stationeries/items and all information’s required for the customers
• Ensure all Customer Complaints through mails/direct/phone/feedback system are forwarded immediately to the concerned and followed up on
• Provide adequate First Aid Facilities at immediate effect or instant communication to a concern if any major/minor emergency inwards for a customer
• Should maintain a strong knowledge about all the Retailers stores, offers, events and promotions in the Mall
• Should maintain the daily checklists and ensure all the required reports are made and send to the concerned
• Coordinates with all outsourced agencies for the upkeep of the mall standards
• Ensures in coordination with the HK team the mall is well cleaned and maintained at all times
• Ensure active participation in all operational base activities like (housekeeping, parking management, horticulture, pest control)
• Providing the help and advice the customers regarding the products or services available at Mall.
• Communicating courteously with customers by telephone, email, letter and face to face;
• To ensure all the customer facilities are updated and avail for the Customer Service.
• Provide adequate training to the outsource staffs, to ensure a delightful customer experience.
• To provide necessary information to the Customer through Information Desk.
• Maintain & update books of records, registers etc.
• Handling of Lost &Found items, Lost Item Reporting and Lost Child etc.
• OPS Executive should issue the Paid services [Pram, M Wheelchair, Power bank, Hot spot, Butler] to the customers as per the request and are responsible for handling the cash involved.
• OPS Executive should ensure a proper handover of all Desk Assets and Cash involved in the day to day activities
• OPS Executive are responsible to make Incident Report of any minor/major reporting during his/her shift and should ensure it should it be sent to the concerns as per SOP

Job description

Job Title - Operations Executive

DUTIES & RESPONSIBILITIES

• OPS Executive should be aware of mall operational policies and strategies


• To update offers of the Mall, Event details and promotional activities.


• Timely completion of the KRAs assigned.


• Ensure Security & Safety measures for the customers are on track.


• Guide and Help the Customers to avail facilities available in the Mall.


• Help and Guide the Retailers in Daily Operations.


• Co-ordinate with other departments on maintenance and up keeping of the mall.


• Perform special projects or tasks as assigned by Managers on daily basis


• OPS Executive should assist the Floor Managers to carry out various tasks for the Department


• OPS Executive should conduct daily training to Outsourced agency staffs on enhancing their skills and knowledge on Mall


• Responsible to escort and assist the VIPs upon their arrival


• Responsible for taking care of the mall assets


• Ensures OPS Executive Desk is well maintained with all the required stationeries/items and all information’s required for the customers


• Ensure all Customer Complaints through mails/direct/phone/feedback system are forwarded immediately to the concerned and followed up on


• Provide adequate First Aid Facilities at immediate effect or instant communication to a concern if any major/minor emergency inwards for a customer


• Should maintain a strong knowledge about all the Retailers stores, offers, events and promotions in the Mall


• Should maintain the daily checklists and ensure all the required reports are made and send to the concerned


• Coordinates with all outsourced agencies for the upkeep of the mall standards


• Ensures in coordination with the HK team the mall is well cleaned and maintained at all times


• Ensure active participation in all operational base activities like (housekeeping, parking management, horticulture, pest control)


• Providing the help and advice the customers regarding the products or services available at Mall.


• Communicating courteously with customers by telephone, email, letter and face to face;


• To ensure all the customer facilities are updated and avail for the Customer Service.


• Provide adequate training to the outsource staffs, to ensure a delightful customer experience.


• To provide necessary information to the Customer through Information Desk.


• Maintain & update books of records, registers etc.


• Handling of Lost &Found items, Lost Item Reporting and Lost Child etc.


• OPS Executive should issue the Paid services [Pram, M Wheelchair, Power bank, Hot spot, Butler] to the customers as per the request and are responsible for handling the cash involved.


• OPS Executive should ensure a proper handover of all Desk Assets and Cash involved in the day to day activities


• OPS Executive are responsible to make Incident Report of any minor/major reporting during his/her shift and should ensure it should it be sent to the concerns as per SOP