Senior Guest Services Officer

Job description

​ Job Purpose To lead the customer service team to provide high standard customer service to the shoppers in Hysan’s shopping mall and create an enjoyable shopping experience for the shoppers. Key Responsibilities Ensure the smooth day-to-day operation of the Concierge Counter so as to deliver first class services to all shoppers in light of the Group strategy Motivate and monitor subordinates to work closely with the Management Office and Marketing Department to ensure smooth execution of daily operations, marketing and company activities Handle customer complaints and feedback where appropriated Support marketing activities, continuously strengthen relations with tenants and shoppers, and execution of in-mall promotional programs Motivate, train and develop subordinates to meet organization’s current and future needs Conduct briefings and training to front-line staff and reinforce the operation Work with staff members supervised to identify areas where work processes might be improved or streamlined and make relevant recommendations to the management. To plan and conduct regular bench-marking exercise on Concierge/Customer Services and recommend improvements with reference to latest market trend to the management for consideration. Perform other duties/ad hoc projects as assigned by the superior. Skills, Qualifications and Experience Requirements Diploma holder with at least 5 year's customer service experience focusing on front-line customer interaction, hotel or shopping mall concierge experience, including 2 years at supervisory level Good negotiation, communication, interpersonal and organization skills with strong leadership and customer focus Positive mindset and strong sense of responsibility Fluency in spoken and written English, Cantonese and competent in spoken Mandarin Proficiency in MS Office (Excel, Word, Powerpoint and outlook) Willing to work on shift (5 days/week) Entitled to PH (17 days/year) Work location: Causeway Bay Candidate with more experience will be considered as Senior Guest Services Officer.