Customer Service à United States

Key Responsibilities:

Community Management:

• Responsible for managing the concierge team and its services.
• Lead the concierge team by planning rosters, overseeing grooming standards, and monitoring performances – with flexibility to cover concierge counter duties.
• Plan and arrange for regular trainings to ensure the team provides excellent service.
• Conduct briefings to the Concierge team and ensure that all tenant-related information is properly disseminated.
• Ensure that all tenants/visitors’ feedback are managed professionally and according to standard operating procedure.
• Initiate, plan and execute tenants’ engagement activities or events, including preparation of related publicity and outreach materials.
• Build rapport with the hotels and office/ retail tenants, reaching out to them for collaborations, including organising interest groups for tenants.
• Schedule visits with tenants to build and maintain rapport.
• Any other ad-hoc tasks that may be assigned from time to time

Property Management:

• Provide support to the Property Managers on the following:
• Facilitate smooth integration of new tenants, including providing information on range of property services, policies and standards, as well as facilitating tenant requests.
• Pro-actively build tenant relationships through regular communications, activities, and multiple feedback channels.
• Provide excellent customer service standards, including managing of vendors and other service providers to maintain property's appeal and exclusivity.
• Be the Sustainability Champion for the department, develop and implement sustainability initiatives and programmes in collaboration with relevant stakeholders.
• Any other ad-hoc tasks that may be assigned from time to time.

Key Requirements:

• Degree / Diploma in Facilities Management
• Minimum 5 years of customer service experience in Hospitality/Commercial Property Concierge/Property Management
• Proficient in Microsoft office
• Experience with design software (e.g. Photoshop, Illustrator, Canva) is an advantage
• Team player with good interpersonal, initiative and communication skills

At Pontiac Land, our Human Capital Vision is:

Each individual valued, respected and contributing.

Each team cohesive, learning and aligned.

Each leader serving, coaching and modelling excellence.

Exciting benefits and opportunities await talents who join us! We seek to offer the following:

• A nurturing and team-based culture, with structured training and career development opportunities
• Comprehensive medical coverage, health and wellness programmes and Flexible Benefits for customized suite of benefits
• Unique schemes and benefits and inclusive of employee rates at our hotels and retail mall, birthday leave, examination leave and volunteer leave