Position Summary We are looking for an experienced and customer-centric qualified to lead Front Desk Operations at our mall property. The role is responsible for ensuring exceptional customer experience, efficient handling of tenant and customer concerns, smooth execution of front desk services, and maintaining service standards across all customer touchpoints.

The incumbent will act as a key interface between mall management, tenants, and visitors, ensuring a seamless and welcoming environment.

Key Responsibilities Front Desk & Customer Experience Management

- Oversee day-to-day front desk operations and ensure smooth service delivery.
- Create and maintain a customer-focused environment that enhances visitor satisfaction.
- Ensure all customer-facing services are delivered in accordance with defined service standards.
- Supervise customer assistance services including information desk, wheelchair assistance, strollers, and other guest support facilities.

Tenant & Customer Relationship Management

- Address tenant and customer concerns promptly and professionally.
- Ensure effective resolution and closure of complaints and service requests within agreed timelines.
- Build strong relationships with tenants and contribute to improved tenant satisfaction levels.
- Act as a point of escalation for complex customer and tenant issues.

Service Quality & Compliance

- Monitor service quality across all front desk activities.
- Conduct regular audits and reviews to ensure compliance with mall policies and house rules.
- Support mystery audits, customer feedback programs, and operational assessments.
- Ensure adherence to standard operating procedures and customer service guidelines.

Feedback & Continuous Improvement

- Analyse customer feedback, suggestions,



and service trends.
- Identify improvement opportunities and recommend corrective actions.
- Drive initiatives aimed at enhancing the overall visitor experience.

Reporting & Documentation

- Prepare and maintain operational reports, service performance reports, and customer service dashboards.
- Track complaint resolution status, service metrics, and customer satisfaction indicators.
- Maintain records related to lost and found cases, customer requests, and audit observations.

Key Result Areas (KRAs)

- Customer Service Excellence
- Tenant Relationship Management
- Complaint Resolution & Service Recovery
- Front Desk Operations Management
- Service Quality & Compliance
- Customer Satisfaction Enhancement

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- Tenant Satisfaction Index
- Complaint Resolution Turnaround Time
- Front Desk Service Audit Scores
- Mystery Audit Performance
- Lost & Found Case Closure Efficiency
- Compliance with Mall House Rules and SOPs
- Customer Feedback & Service Quality Ratings

Desired Candidate Profile Educational Qualification

- Bachelor's Degree in any discipline.
- Degree/Diploma in Hotel Management, Hospitality Management, Retail Management, or Business Administration preferred.

Experience

- 4–7 years of experience in Front Office Operations, Customer Experience, Hospitality, Mall Management, Retail Operations, or Guest Relations.

Skills Required

- Strong customer service and relationship management skills.
- Excellent communication and interpersonal abilities.
- Team leadership and stakeholder management capabilities.
- Problem-solving and conflict-resolution skills.
- Strong reporting and analytical skills.
- Working knowledge of MS Office and ERP/SAP systems.

📌 Assistant Manager/Manager Front Desk (Jaipur)
🏢 Pacific Business Park Sahibabad
📍 Jaipur