Supervisor-Guest Relations

·  Ensuring and providing flawless, upscale, professional, and high-class guest service experiences.

·  Analysing customer feedback and providing strategic direction to continuously improve overall rating.

·  Responding to guests’ needs and anticipating their unstated ones Set up objectives and targets and monitor regularly to ensure all objectives are achieved.

·  Attend meetings as required by Mall Manager.

·  Ensure a “builder–relationship” gesture to tenants and guests is always delivered. These are the gestures that tenants and guests did not ask for but will leave a positive impact on how they perceived the mall.

·  Welcome mall guests, visitors, and VIPs. Give customers information about the product and services of the mall.

·  Review and ensure that any mall operational issues and complaints are reported to the Malls Manager on a regular basis. Constant follow-up will be required until the issues and concerns are remedied.

·  Ensure that the tenant leasing agreement's mall operation policies and procedures are understood, executed, and enforced. Maintain compliance with government regulatory standards and operating processes.

·  Keep track of issues, complaints, queries, and requests from tenants and customers. The tenant's difficulties and concerns must be conveyed to the heads of the relevant departments. Continuous follow-up will be required until the issues and concerns are resolved.

·  Completely document telephone queries in the telephone logbook, including the caller's name, phone/mobile number, nationality, and inquiries/concerns.

·  Creates and transmits daily weekly and monthly reports to higher management. Guest and Tenant Relationship Report, Daily Footfall Report, Guest and Tenant Inquiries & Complaints, Shops and services inquiry, Telephone inquiry, Daily Mall Operational Issues Report, evaluation of tenant sales data trends, Guest and tenant feedbacks, RSI & CSI report shall be included in the report.

·  Enhance guest and tenant relationships by constantly suggesting new ideas and the latest trends.

·  Conduct tenant’s audit twice a month regarding merchandising, stocks, staff behavior, and sales performance. Overall observation must be documented in the tenant’s conduct checklist.

·  Telephone Etiquette – ensure proper etiquette when answering the phone. Introductory wording must always be said.

·  Professional Etiquette – ensure that proper channeling/chain of command is well understood and followed.

·  Work-related information must always be kept confidential. It should not be revealed to anyone outside the organization.

·  Notify the CSO / Housekeeping Executive/Shift Engineer / Mall Manager on-site at the time of all Emergency Calls.

·  Liaising with the security team in case of lost and found and communicating with the customer.

·  Conducts walk around monitoring fit-outs, Board outs preventability, services of security, safety, housekeeping, horticulture, parking, signage, and maintenance to meet the standards and avoid inconvenience for guests, assist in ensuring all the services are operational with zero breakdowns maintained in good condition and ready to use.

·  Coordination with operations, tenants, and the marketing department for events, special promotions, and activities at the mall. Create trusting relationships with guests and tenants by communicating openly and interactively.

·  Monitor and ensure that all service providers use the relevant caution signage/notices in their workplace when doing maintenance and cleaning activities, such as housekeeping and other contractors working in public areas.

·  Handle all conflicts and dispute situations among tenants, customers, and Mall visitors smoothly, avoiding any disruption to Mall operations, and immediately notify the Malls Manager.

·       Skills:  Strong business acumen and good technical knowledge of hospitality. A good understanding of mall operations and associated policies and procedures, Strong customer service skills, and Leadership and decision-making qualities are essential, possess good English skills (both written and spoken) ability to speak Arabic to an advantage, and A good team player with strong analytical skills

• Behavioural Competencies:  Organized with attention to detail, Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour, Ability to coach and mentor customer service representatives.

·         Language(s):  English., Arabic (Added advantage and preferred)

·         Computer: Proficient in Microsoft Office Suite or related software.

·         Knowledge: Extensive knowledge of customer service procedures and principles.

·         Other: Excellent management and supervisory skills