Executive Concierge & Homestay (Customer Service)

The primary goal of Executive Concierge & Homestay is to ensure guests have a pleasant experience interacting with Strand Mall. They need to provide value-added service and information to respective patrons in a courteous, attentive and service-oriented manner. The concierge accommodates the guests’ requests within the Mall and ESR homestay operating guidelines.

Job Function

A. CONCIERGE

1. CUSTOMER SERVICES

• To manage tenants and customers in a proactive manner
• To manage handling customer inquiries, including lost & found first aid and customer complaints.
• Providing efficient and timely service to customers.
• To monitor and upkeep POSM dissemination at the Concierge.
• To monitor & upkeep the wheelchairs, electric wheelchairs/scooters and baby strollers including Baby Changing Room.
• To be in charge of the reading corner in Strand Mall i.e. coordinate book inventories and furniture
• Ensure the smooth operation of the mall management i.e. ensure Mall facilities are in a good condition.
• Interactive communication with customers, existing vendors/ tenants, potential tenants, event organizers, retail agents as well as internal departments
• To monitor, all events are held in accordance with Mall’s policies and procedures.
• To provide assistance and marketing support during events i.e. taking photos, etc.
• To assist in coordinating NGO and CRM events from documentation to execution.
• To assist Marketing in Social Media content.

2. REPORTS/ DOCUMENTATIONS

• To update the tenant’s database/ directory and tenant’s promotion
• To monitor preparing monthly reports and analysis i.e. daily tenant opening & closure, customer complaint form
• Compilation of data for Mall marketing activities i.e. redemptions.
• To assist Marketing/Leasing/Operations in distributing tenant’s circular.

B. HOMESTAY

• To assist generate revenue via ESR vacant units
• To assist increase the homestay revenue by creating additional homestay units
• Ensure all homestay units are in good condition and ready for check-in
• To assist coordinate the homestay’s e-booking platforms

C. OTHERS

• To attend to any other assignment as and when required
• To attend all necessary training, seminars, conventions, and other sessions as deemed necessary for the duties assigned to the Assistant Concierge position

The Successful Applicant

The candidate must possess the requirements below:

• Candidate must possess at least SPM/ Diploma/ Communication, Business Administration, Marketing, Retail Management, Property Management, or equivalent
• Candidate with retail background is an added value
• Minimum 2 years of working experience in a related field
• Experience working in hospitality or shopping mall environment
• Proficient event management skills and experience
• Strong media knowledge and PR expertise
• Able to work in shift and public holiday
• High integrity in working attitude
• Proficient in English and Bahasa Melayu
• Knowledge and skills in using computer software i.e. MS Words/Excel/Power Point, etc.