Guest Services Officer

Job level Middle
Work exp Minimum 5 Years
Education Diploma / Certificate
Language Chinese - Cantonese, Chinese - Mandarin, English
Within Hong Kong
Employment type Full Time
Industry HR / Recruitment Services / Personnel Agency
Job function Catering / Hospitality > Customer Service / Ambassador
Sales / Business Development / Customer Service > Customer service / Sales Support
Sales / Business Development / Customer Service > Retail Sales
Published On 15/07/2019
Salary (HKD) $17,000 - $25,000 / month
ref. 040327

Job Duties
• 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.

• 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)

Dorothy Ng - 2627 5257