Position Summary
Responsible for manage the concierge counter operational efficiency and ensure the team provide excellent guest service and the service delivery of those areas Manager - Mall Operations •Responsible for executing/developing the asset mall operations programme, including drawing up relevant elements and coordinate with other departments to ensure smooth opening and operations •Provide assisting to establishing in house operational standards (house rules, operational manual) pertaining to service standards, and coordinating different departments to ensure that the center is optimizing at the most effective mode. •Develop strategic customer relationships and responds to issue in a skillful and tactful manner •Any ad hoc projects as required by the team head

Primary Responsibility
• Ensure the guests have a pleasant service experience from the concierge staffs
• Ensure all concierge counter amenities, equipment and promotion leaflets are available and ready for guests
• Has full knowledge of Hotel facilities / restaurants / shopping information
• Provide regular training to the team members; including guest service and the knowledge of hotel facilities, restaurant and shopping mall promotion
• Monthly report to senior management related the guests’ needs and the market trend Manager - Mall Operations
• Built up and execute manual, guidelines, reports for mall operations
• Assure adherence to incident management and escalation procedures with prompt suggestions and solutions.
• Accountable for the effective and efficient planned maintenance and reactive maintenance to minimize possible future incident
• Monitor vendor/ contractor’s performance
• Prepare and maintain budget and forecasting with an aim to meet financial targets
• Ensure effective performance and co-operation of all internal departments, including Leasing, Security, Hotel Operation, Projects, Finance, HR, Marketing, Procurement, IT etc.
• Prepare management reports and financial budget
• Root cause investigation and execution of Maintenance works
• Execute the cleaning, security and maintenance functions
• Oversee and coordinate Owner/Retailer Fit Out and AandA Works
• Logistic operations for retailer and FandB Operator
• Building Maintenance Inspection and Planning
• Provide supporting services for Events and Marketing promotions
• Engineering design, project execution, site supervision and Testing and Commissioning


Requirements
• Knowledge and Skills: Hotel / Shopping Mall facilities and guests service relation
• Education: Degree in Hotel Hospitality Management or related discipline
• Experience: 5 years clients service relationship experience where 3 yrs in managerial position
• Personality: Initiative, organized and detail-oriented, excellent communication and interpersonal skills
• Language: Good command of both written and spoken in English, Cantonese and Mandarin
• Knowledge of another foreign language would be advantage