Job Purpose

• Lead and inspire the Customer Services team to deliver refined, attentive and seamless service experiences in line with the standards of a Grade A shopping mall and office property.
• Support the Portfolio Customer Services Manager in curating exceptional service journeys for shoppers, members, visitors, office tenants and VIP guests, reinforcing the property’s premium positioning and reputation for excellence.

Key Responsibilities

• Oversee the day-to-day operations of the Customer Services team, including the Membership Services (CA) team, General Concierge team and VIP Lounge
• Lead, coach and develop team members to uphold exemplary hospitality standards, strong service knowledge and a professional presence.
• Manage staffing arrangements, duty rosters and daily manpower deployment to ensure optimal coverage and service continuity across the team.
• Oversee membership services operations, including member enquiries, enrolment support, membership benefits administration, card or account-related requests and renewals where applicable.
• Manage VIP Lounge operations to ensure an elevated guest experience, including lounge presentation, hospitality standards, guest assistance, issue resolution and the coordination of bespoke requests for VIP guests and members.
• Supervise concierge operations, including customer enquiries, visitor assistance, gift or voucher redemption, valet coordination where applicable, and recommendations on property facilities, services and nearby amenities with confidence and sophistication.
• Handle escalated customer feedback, service recovery cases and complaints with discretion, professionalism and sound judgment.
• Maintain an elegant, welcoming and well-managed environment across all customer-facing areas, including concierge counters, lobby areas, membership service points and the VIP Lounge.
• Develop and deliver training for the team on customer service excellence, luxury hospitality etiquette, complaint handling, client engagement, telephone etiquette and comprehensive knowledge.
• Monitor service performance, customer feedback and operational issues, and prepare regular reports, insights and recommendations to support continuous enhancement of service quality
• Work closely with Property Management, Marketing, Leasing and other internal stakeholders to support campaigns, events, tenant engagement initiatives and service enhancements
• Assist in the planning and execution of promotional campaigns, festive programmes, special events and VIP experiences to elevate customer engagement and strengthen brand affinity.
• Ensure proper use of customer service systems, records, redemption logs and membership databases, and maintain accurate documentation.

Skills, Qualifications and Experience Requirements

• Degree in Hospitality Management, Marketing, Business Administration, or related discipline.
• At least 8 years relevant experience in luxury retail, hospitality or property management covering customer service, concierge, membership services, or guest relations; and 5 years at supervisory level
• Proven leadership and people management capability; coach and develop a high-performing service team.
• Excellent interpersonal, communication, and customer engagement skills; confident and poised with VIPs, corporate tenants, and discerning clientele.
• Fluency in spoken and written English, Cantonese and competent in Putonghua
• Strong customer-centric mindset and genuine passion for premium service excellence.
• Candidates with less experience will be considered for Assistant Customer Service Manager.