Manager - Mall Operations

Position Summary

Manager - Mall Customer Services •Responsible for manage the concierge counter operational efficiency and ensure the team provide excellent guest service and the service delivery of those areas Manager - Mall Operations •Responsible forexecuting/developing the asset mall operations programme, including drawing up relevant elements and coordinate with other departments to ensure smooth opening and operations •Provide assisting to establishing in house operational standards (house rules, operational manual) pertaining to service standards, and coordinating different departments to ensure that the center is optimizing at the most effective mode. •Develop strategic customer relationships and responds to issue in a skillful and tactful manner •Any ad hoc projects as required by the team head

Primary Responsibility

Manager - Mall Customer Services • Ensure the guests have a pleasant service experience from the concierge staffs • Ensure all concierge counter amenities, equipments and promotion leaflets are available and ready for guests • Oversee the running of the operation during the day and helping where needed, and handling guest questions and complaints • Lead the team members to provide the excellent guests services as hotel standard • Motivate the team in high moral team spirit • Has full knowledge of Hotel facilities / restaurants / shopping information • Provide regular training to the team members; including guest service and the knowledge of hotel facilities, restaurant and shopping mall promotion • Ensures the team members are attend the guest enquires at all times in friendly and helpful • Ensures the guests receive prompt attention and request will be fulfilled immediately • Monthly report to senior management related the guests’ needs and the market trend Manager - Mall Operations • Ensure quality services being delivered and meet the contractual obligations • Built up and execute manual, guidelines, reports for mall operations • Assure adherence to incident management and escalation procedures with prompt suggestions and solutions. • Accountable for the effective and efficient planned maintenance and reactive maintenance to minimize possible future incident • Ensure continuous operations and process improvements • Monitor vendor/ contractor’s performance • Build up cost effective operation model with high environmental awareness • Prepare and maintain budget and forecasting with an aim to meet financial targets • Ensure effective performance and co-operation of all internal departments, including Leasing, Security, Hotel Operation, Projects, Finance, HR, Marketing, Procurement, IT etc. • Prepare management reports and financial budget • Root cause investigation and execution of Maintenance works • Execute the cleaning, security and maintenance functions • Oversee and coordinate Owner/Retailer Fit Out and AandA Works • Logistic operations for retailer and FandB Operator • Building Maintenance Inspection and Planning • Provide supporting services for Events and Marketing promotions • Engineering design, project execution, site supervision and Testing and Commissioning

Requirements

• Knowledge and Skills: Hotel / Shopping Mall facilities and guests service relation • Education: Degree in Hotel Hospitality Management or related discipline • Experience: 5 years clients service relationship experience where 3 yrs in managerial position • Personality: Initiative, organized and detail-oriented, excellent communication and interpersonal skills • Language: Good command of both written and spoken in English, Cantonese and Mandarin • Knowledge of another foreign language would be advantage