Estate managers must please tenants, shoppers
Shopping centres and Hong Kong are almost synonymous. Malls have long been a part of city life, so to meet the sophisticated needs of shoppers, property managers need to be responsible and proactive when serving clients.
“I handle different requests and complaints from shoppers and tenants. My job is to maintain a comfortable shopping and business environment for them,” says Judith Luk, estate manager at Perfect World, which manages The One shopping mall in Tsim Sha Tsui.
A property manager’s duties include monitoring the performance of cleaning services and staff, lighting and air-conditioning, as well as assisting in promotional events at the mall and tackling shop-leasing issues. “Because the [mall] is open to the public and not confined to residents, our services are more sophisticated. We are concerned not only about the benefits for tenants and shoppers but also the public,” Luk says.
She has worked in the field for over 10 years. “I have managed various kinds of properties, including residential buildings, office properties and shopping arcades. Hard work, a willingness to learn and a passion for the job are the keys to success,” Luk says.
When handling inquiries from customers, Luk says it is important to stay patient and have the heart to serve. “It is not easy as there are so many different demands from customers every day, but if you are responsible and passionate about your job, you will be able to handle it. I feel really happy and satisfied after I help a customer solve his or her problem,” she says.
Property managers work regular office hours, but are required to be on standby when special events are held at the mall or in case of emergency.
Property-management personnel must have a degree in housing management or in a related discipline.
“I think there will continue to be huge demand for property-management professionals. If you are a responsible person who loves working with people, it is certainly a rewarding career to consider,” Luk says.