AMBASSADOR, JEWEL LOUNGE

Kuala Lumpur Pavilion Sdn Bhd; Kampung Malaysia Tambahan; Presencial; MYR 39.000 - 69.000; Jornada completa

Descripción de la vacante

Kuala Lumpur Pavilion Sdn Bhd is seeking a customer-focused Concierge to support Luxe Members at our premium lounge and mall environment. You will verify eligibility, manage seating and lounge access, and explain facilities and privileges while assisting with membership inquiries.

Responsibilities include handling CRM inquiries, coordinating refreshments, arranging dining and private shopping, and maintaining high standards of cleanliness and service across all lounge areas.

Formación

• Minimum two years’ experience in hospitality, concierge, customer service or premium retail.
• Good spoken and written English and Bahasa Malaysia; Mandarin or other languages are an advantage.
• Strong interpersonal, organizational and problem-solving skills, with the ability to work independently and collaboratively.
• Willing to work shifts, weekends, public holidays and assigned service rotations.

Responsabilidades

• Welcome Luxe Members, verify eligibility, record visits and manage lounge access, seating and waiting arrangements.
• Explain lounge facilities, services and privileges; assist with membership enquiries and refer account-related matters.
• Serve approved refreshments and beverages to service and hygiene standards; coordinate accurate beverage orders with the Barista.
• Keep seating and service areas clean and presentable; replenish supplies and clear used crockery discreetly.
• Anticipate members’ needs while respecting privacy and personal space.
• Provide shopping and dining recommendations; arrange dining reservations and private shopping where available.
• Liaise with retailers and departments; keep members informed of progress or delays.
• Build professional member relationships; handle enquiries, requests and complaints diplomatically.
• Assist with CRM, privileges and redemption enquiries; verify membership details and eligibility.
• Complete opening, handover and closing checklists; monitor facilities and coordinate with other teams on hygiene and safety.
• Support member events and lounge activities; share promotions and upcoming activities with retailers.

Conocimientos

English (spoken/written)

Bahasa Malaysia

Mandarin or other languages (advantage

Interpersonal skills

Organizational skills

Problem-solving

Team collaboration

Customer service mindset

Descripción del empleo

• Welcome Luxe Members, verify eligibility, record visits and manage lounge access, seating and waiting arrangements in line with approved policies.
• Explain lounge facilities, services and privileges; assist with membership enquiries and refer account-related matters to the relevant team.
• Serve approved refreshments and beverages to service and hygiene standards, explain options and coordinate accurate, timely beverage orders with the Barista.
• Keep seating and service areas clean and presentable, replenish supplies and clear used crockery discreetly.
• Anticipate members’ needs while respecting privacy and personal space.

3. Concierge and Shopping Assistance

• Provide shopping and dining recommendations and maintain current knowledge of retailers, mall facilities, promotions and events.
• Arrange, subject to availability, dining reservations, retailer appointments and private shopping; assist with gift wrapping, parking validation, redemptions and other approved services.
• Liaise with retailers and relevant departments, follow through on requests and keep members informed of progress or delays.

4. Member Relations and Special Assistance

• Build professional member relationships and handle enquiries, requests and complaints attentively, calmly and diplomatically.
• Assist members within the mall when required and support approved VIP/VVIP visits and mall tours according to established arrangements.
• Handle member information and special service arrangements with discretion and confidentiality.

5. CRM and Redemption Services

• Assist with membership, CRM, privileges and redemption enquiries; verify membership details, receipts and eligibility against approved campaign terms.
• Process eligible redemptions accurately and liaise with the CRM team on membership issues, redemption enquiries and system errors.
• Protect member information and access records only for authorized work purposes.

6. Daily Lounge Operations and Service Coverage

• Complete opening, handover and closing checklists; maintain accurate service records and pass outstanding requests between shifts.
• Check facilities and equipment, report faults promptly, monitor supplies and advise the Supervisor of replenishment needs.
• Coordinate with Housekeeping, Security, Maintenance and other teams, and follow food hygiene, workplace safety and emergency procedures.

7. Events and Member Engagement

• Support approved member events, brand previews and lounge activities, including preparation, reception, seating and refreshments.
• Share relevant promotions, privileges and upcoming activities, and coordinate assigned arrangements with Marketing and participating retailers.

QUALIFICATIONS AND EXPERIENCE

• Minimum two years’ experience in hospitality, concierge, customer service or premium retail; luxury hotel, VIP lounge, luxury retail or airline hospitality experience is preferred.
• Good spoken and written English and Bahasa Malaysia; Mandarin or other languages are an advantage.
• Strong interpersonal, organizational and problem-solving skills, with the ability to work independently and collaboratively.
• Willing to work shifts, weekends, public holidays and assigned service rotations.