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.
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).