AMBASSADOR, JEWEL LOUNGE

Kuala Lumpur Pavilion Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

Pavilion Kuala Lumpur is seeking a professional Concierge and Lounge Associate to verify eligibility, manage lounge access, seating and refreshments for Luxe Members, and handle membership inquiries with discretion.

You will provide shopping assistance, arrange dining reservations, liaise with retailers, support VIP visits, and ensure daily lounge operations, events and member engagement are delivered to high standards.

Qualifications

• Two years' experience in hospitality, concierge, customer service or premium retail.
• Excellent spoken and written English; Bahasa Malaysia preferred; additional languages an advantage.
• Strong interpersonal, organizational and problem-solving abilities.
• Willing to work shifts, weekends and holidays.

Responsibilities

• Provide concierge and lounge services to Luxe Members, including seating, refreshments and privacy.
• Assist with shopping, dining reservations, and private shopping per availability.
• Maintain member relations, handle inquiries and referrals to relevant teams.
• Support CRM and redemption services, verify membership and eligibility.
• Oversee daily lounge operations, handovers and service coverage between shifts.
• Coordinate events, member engagement activities and liaison with retailers.

Skills

Hospitality experience

Customer service

Interpersonal skills

Organizational skills

Problem-solving

Shift work

Job description

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.

Pavilion Kuala Lumpur is an award-winning, world-class mixed-use urban development located in the heart of Bukit Bintang, the shopping paradise of Malaysia. Opened to visitors on 20 September 2007, Pavilion Kuala Lumpur blends the best of the international and local retail world and is positioned as the 'Defining authority in fashion, food and urban leisure'.

Pavilion Kuala Lumpur is an award-winning, world-class mixed-use urban development located in the heart of Bukit Bintang, the shopping paradise of Malaysia. Opened to visitors on 20 September 2007, Pavilion Kuala Lumpur blends the best of the international and local retail world and is positioned as the 'Defining authority in fashion, food and urban leisure'.