Job Description:
Responsible for delivering excellent customer service and ensuring all concierge operations are conducted in accordance with company policies and procedures.
Key Responsibilities:
- Manage the opening and closing of the Concierge Counter according to standard operating procedures (SOP).
- Handle loan items/amenities for customers and ensure proper record keeping and tracking.
- Manage Lost & Found items, including documentation, storage, and retrieval processes.
- Handle customer feedback and inquiries through various channels, including:
-Face-to-face interactions
-Telephone calls
-Customer Experience Hub (CEH) or feedback system
- Make public announcements when required, in a clear and professional manner.
- Assist in handling Lost & Found cases involving children and senior citizens with care and sensitivity.
- Conduct regular mall walkthroughs to ensure service readiness, gather information, and enhance customer service knowledge.
- Respond to emergency situations promptly and follow established emergency procedures.
Job Requirements:
- Minimum SPM or equivalent; Diploma in Hospitality, Business Administration, or related field is an added advantage.
- Prior experience in customer service, concierge, front desk, or hospitality industry will be preferred.
- Strong communication and interpersonal skills with a customer-focused mindset.
- Pleasant personality, well-groomed, and professional appearance at all times.
- Able to handle customer inquiries, complaints, and feedback in a calm and professional manner.
- Responsible and able to work independently as well as in a team environment.
- Willing to work on shifts, weekends, and public holidays.
- Able to manage multiple tasks including concierge counter operations, Lost & Found, and loan items.
- Basic knowledge in handling emergency situations and following SOPs.
- Proactive in conducting mall walk and familiarising with mall layout, services, and tenant information.
- Able to handle sensitive cases (e.g., children and senior citizens Lost & Found situations) with care and empathy.
- Basic computer literacy (email, reporting system, CEH or similar feedback system).
