Job Description

• Excellent presentation, communication, problem-solving, interpersonal, and time-management skills

• A valuable team player and able to work independently

• Possess leadership and decision-making skills

• Willing to work during weekends and public holidays

• Confident, proactive, able to work under pressure and meet tight deadlines

• Possess own transport and willing to travel

Responsibilities

1.Guest Assistance:

• Greet all mall visitors and shoppers with a warm, welcoming, and friendly demeanor.

• Offer a genuine smile and a polite, enthusiastic greeting as guests enter the mall.

• Listen attentively to guest inquiries and provide accurate information, recommendations, and assistance.

• If the guest is a repeat visitor and their name is known, acknowledge them by name to create a personalized and memorable experience.

• Demonstrate empathy and patience when addressing guest questions or issues, ensuring they feel valued and heard.

• Offer personalized recommendations for dining, entertainment, and other services based on the specific preferences and needs of the guests.

• Familiarize yourself with the mall\'s retail and dining offerings to provide informed suggestions.

2.Reservation and Booking Services:

• Assist guests with making reservations for dining, entertainment, transportation, and other services.

• Confirm reservations and communicate details to relevant outlets.

3.Local Knowledge:

• Maintain up-to-date knowledge of local attractions, restaurants, events, and services.

• Offer personalized recommendations and directions to guests.

• Assist guests in navigating the mall by providing clear and concise directions to outlets, restrooms, parking areas, and other key locations.

• Utilize mall maps and signage to further aid in wayfinding.

4.Ticketing and Event Planning:

• Assist in planning and organizing special events, celebrations, or activities for guests.

• Promote and explain any ongoing mall events, sales, promotions, or special offers to guests.

• Encourage guests to participate in and take advantage of these events.

5.Transportation Services:

• Arrange transportation services, including taxis, car rentals, airport transfers, and shuttle services.

• Provide information on public transportation options.

6.Security and Safety:

• Maintain awareness of security and safety procedures, ensuring the well-being of guests.

• Address guest concerns or emergencies promptly and professionally.

• Maintain a lost and found area and help guests report lost items, providing a clear process for item recovery.

7.Communication:

• Maintain clear and effective communication with other departments / outlets to fulfill guest requests.

• Handle guest complaints and issues efficiently, striving for guest satisfaction.

• Listen attentively to guest concerns, showing empathy and a willingness to address their problems effectively.

• Strive to resolve guest complaints and issues to their satisfaction, taking ownership of the situation and going the extra mile to ensure their concerns are addressed.

• Collaborate with various mall services, including housekeeping, security, store managers, and event coordinators, to meet guest needs promptly.

• Act as a liaison between guests and relevant mall departments to fulfill guest requests, whether IT is arranging special services, providing extra assistance, or addressing specific inquiries.

• Ensure that all guest requests are communicated to the appropriate department in a timely manner.

• Encourage guests to provide constructive feedback about their experiences in the mall.

• Communicate guest feedback to mall management and relevant departments to drive continuous improvement in service quality and guest satisfaction.

• Maintain clear and organized documentation of guest complaints, resolutions, and feedback.

• Ensure that records are accurate and accessible for reference and reporting.

8.Concierge Desk Operations:

• Keep the concierge desk organized and well-stocked with updated maps, brochures, and informational materials.

• Maintain accurate records and logs of guest requests and services provided.

• Create visually appealing displays at the concierge desk to showcase current mall promotions, events, or featured stores.

• Use eye-catching signage and promotional materials to draw guests\' attention to relevant information.

• Maintain accurate and up-to-date records and logs of guest requests, services provided, and notable interactions.

• Utilize software or systems for guest data management and record keeping. Ensure that the database is well-maintained and secure.

Benefits

Meal Provided, Free Parking

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Medical Insurance
• Training Provided
• Overtime Pay

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