Front desk

About the role

This is a front desk and customer service role in a mall environment, focused on greeting and assisting shoppers, visitors and tenants, providing information on mall facilities and services, and handling customer enquiries and complaints professionally.

Key responsibilities

• Greet and welcome shoppers, visitors and tenants in a friendly and professional manner
• Provide accurate information on mall facilities, shops, services, promotions, events and operating hours
• Attend to customer enquiries in person, by telephone, email or other designated communication channels
• Handle customer feedback and complaints professionally and escalate matters to the Supervisor or relevant department when necessary
• Maintain the front desk and customer service area in a clean, neat and presentable condition
• Coordinate with Security, Housekeeping, Maintenance and other relevant teams to address customer and operational matters promptly
• Manage lost and found items, including proper recording, safekeeping and return procedures
• Assist customers with general mall services, directions, facilities and other enquiries
• Record customer feedback, enquiries and complaints and assist in preparing simple reports for management
• Support general administrative duties, including filing, data entry, documentation and daily records

About you

• Minimum qualification: SPM/Diploma (Hospitality, Business Admin or related field preferred)
• Previous experience in customer service, hospitality or front desk roles is an advantage
• Excellent communication and interpersonal skills
• Proficient in MS Office (Word, Excel, Outlook)
• Ability to multitask and handle high visitor traffic
• Fluent in English
• Willing to work on weekends, public holidays and shift rotations