We are looking for an experienced and customer-centric professional 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 workplace 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
📌 Assistant Manager/Manager Front Desk (Jaipur)
🏢 Pacific Business Park Sahibabad
📍 Jaipur
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