Job Description
Now Hiring
Guest Concierge - Mall
Join The Shoppes at City of Dreams Sri Lanka the retail and lifestyle heart of South Asia’s first and largest fully integrated lifestyle destination, bringing together a curated mix of shopping, dining and entertainment.
Role Overview
The role is responsible for managing the Mall Concierge Desk and delivering a welcoming, professional, and seamless experience to all guests. The position serves as a key point of contact for customer inquiries, feedback, directions, and information while supporting the smooth operation of customer-facing areas across the mall. The role will work closely with tenants, internal departments, and other stakeholders to address guest needs, support events and activations, and continuously identify opportunities to enhance the overall customer experience.
Your responsibilities will include:
- Manage the Mall Concierge Desk efficiently and professionally, ensuring a welcoming experience for all guests.
- Welcome and assist guests with inquiries, directions, and information on stores, dining, entertainment, and mall services.
- Handle customer feedback and complaints promptly, courteously, and effectively, ensuring appropriate follow-up.
- Monitor customer-facing areas of the mall to ensure service standards and facilities are consistently maintained.
- Coordinate with tenants, internal departments, and relevant stakeholders to address customer needs and support smooth mall operations.
- Support on-site events, activations, and promotional activities to ensure a seamless guest experience.
- Maintain accurate records and prepare timely reports for Mall Management, while identifying opportunities to improve the overall customer experience.
Qualifications & Experience:
- Previous experience in customer service, guest relations, front office, concierge, retail, hospitality, or a similar customer-facing role.
- Excellent communication and interpersonal skills, with a warm, professional, and guest-focused approach.
- Strong problem-solving skills with the ability to handle customer inquiries, feedback, and complaints calmly and effectively.
- Good organisational and coordination skills, with the ability to manage multiple priorities in a fast-paced environment.
- A strong understanding of customer service standards, with a proactive approach to identifying opportunities to enhance the overall guest experience.
