Key Responsibilities
(KRA) Floor Operations Management
- Oversee day-to-day floor operations and ensure smooth functioning of the mall.
- Conduct regular floor inspections and ensure operational standards are maintained.
- Monitor housekeeping, cleanliness, and hygiene across all assigned areas.
- Customer Service & Retailer Coordination
- Address customer complaints and ensure timely resolution.
- Coordinate with retailers to resolve operational issues and maintain smooth relationships.
- Ensure high levels of customer satisfaction and service quality.
- Maintenance & Housekeeping
- Coordinate with maintenance teams for timely resolution of technical and operational issues.
- Ensure housekeeping standards and hygiene compliance.
- Follow up on pending maintenance activities.
- Safety & Security Management
- Ensure compliance with mall safety policies and procedures.
- Coordinate with security teams for incident management and crowd control.
- Monitor safety inspections and ensure corrective actions are implemented.
- Event & Crowd Management
- Coordinate mall events and promotional activities.
- Manage crowd movement and ensure smooth operations during peak hours and special events.
- Reporting & Documentation
- Maintain daily operational reports, inspection records, and incident reports.
- Ensure proper shift handovers and operational documentation.
- Monitor retailer compliance and conduct regular audits. Key Performance Indicators (KPIs)
- Floor inspection compliance.
- Housekeeping and hygiene compliance.
- Customer complaint resolution within defined TAT.
- Timely maintenance follow-ups.
- Safety inspection compliance.
- Incident reporting and management.
- Retailer compliance and audit performance.
- Customer satisfaction levels.
- Shift handover compliance. Desired Candidate Profile
- 24 years of experience in mall operations, retail operations, hospitality, or real estate operations.
- Experience in handling day-to-day floor management activities.
- Good communication and interpersonal skills.
- Strong customer service and problem-solving abilities.
- Ability to coordinate with retailers, housekeeping, maintenance, and security teams.
- Valuable understanding of safety standards and operational procedures.
- Ability to manage multiple responsibilities and handle situations during peak operational hours. Educational Qualification
- Graduate in any discipline preferred.
- Candidates with relevant operational experience may also be considered. Preferred Industry Experience
- Shopping Malls / Retail Operations
- Real Estate
- Hospitality
- Facility Management