Customer Service Ambassadors

7 months ago

Petaling Jaya, Malaysia New Ocean World Fine Food City Sdn. Bhd. Full time

**Job Summary**:
As a Dining Ambassador, you will serve as the first point of contact for guests and residents, providing them with personalized assistance and ensuring their needs and expectations are met. You will play a vital role in enhancing the guest experience by offering information, recommendations, and services to make their stay enjoyable and memorable.

**Responsibilities**:
**1.Guest Assistance**:

- Greet all mall visitors and shoppers with a warm, welcoming, and friendly demeanor.
- Offer a genuine smile and a polite, enthusiastic greeting as guests enter the mall.
- Listen attentively to guest inquiries and provide accurate information, recommendations, and assistance.
- If the guest is a repeat visitor and their name is known, acknowledge them by name to create a personalized and memorable experience.
- Demonstrate empathy and patience when addressing guest questions or issues, ensuring they feel valued and heard.
- Offer personalized recommendations for dining, entertainment, and other services based on the specific preferences and needs of the guests.
- Familiarize yourself with the mall's retail and dining offerings to provide informed suggestions.

**2.Reservation and Booking Services**:

- Assist guests with making reservations for dining, entertainment, transportation, and other services.
- Confirm reservations and communicate details to relevant outlets.

**3.Local Knowledge**:

- Maintain up-to-date knowledge of local attractions, restaurants, events, and services.
- Offer personalized recommendations and directions to guests.
- Assist guests in navigating the mall by providing clear and concise directions to outlets, restrooms, parking areas, and other key locations.
- Utilize mall maps and signage to further aid in wayfinding.

**4.Ticketing and Event Planning**:

- Assist in planning and organizing special events, celebrations, or activities for guests.
- Promote and explain any ongoing mall events, sales, promotions, or special offers to guests.
- Encourage guests to participate in and take advantage of these events.

**5.Transportation Services**:

- Arrange transportation services, including taxis, car rentals, airport transfers, and shuttle services.
- Provide information on public transportation options.

**6.Security and Safety**:

- Maintain awareness of security and safety procedures, ensuring the well-being of guests.
- Address guest concerns or emergencies promptly and professionally.
- Maintain a lost and found area and help guests report lost items, providing a clear process for item recovery.

**7.Communication**:

- Maintain clear and effective communication with other departments / outlets to fulfill guest requests.
- Handle guest complaints and issues efficiently, striving for guest satisfaction.
- Listen attentively to guest concerns, showing empathy and a willingness to address their problems effectively.
- Strive to resolve guest complaints and issues to their satisfaction, taking ownership of the situation and going the extra mile to ensure their concerns are addressed.
- Collaborate with various mall services, including housekeeping, security, store managers, and event coordinators, to meet guest needs promptly.
- Act as a liaison between guests and relevant mall departments to fulfill guest requests, whether it is arranging special services, providing extra assistance, or addressing specific inquiries.
- Ensure that all guest requests are communicated to the appropriate department in a timely manner.
- Encourage guests to provide constructive feedback about their experiences in the mall.
- Communicate guest feedback to mall management and relevant departments to drive continuous improvement in service quality and guest satisfaction.
- Maintain clear and organized documentation of guest complaints, resolutions, and feedback.
- Ensure that records are accurate and accessible for reference and reporting.

**8.Concierge Desk Operations**:

- Keep the concierge desk organized and well-stocked with updated maps, brochures, and informational materials.
- Maintain accurate records and logs of guest requests and services provided.
- Create visually appealing displays at the concierge desk to showcase current mall promotions, events, or featured stores.
- Use eye-catching signage and promotional materials to draw guests' attention to relevant information.
- Maintain accurate and up-to-date records and logs of guest requests, services provided, and notable interactions.
- Utilize software or systems for guest data management and record keeping. Ensure that the database is well-maintained and secure.

**SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES**
- Communication Skills, Understand the client’s requirement, Negotiation Skills, Interpersonal Skills
- Word, Excel

**Requirements**:

- Must possess at least a Certificate / Diploma in Hospitality
- Minimum 1 year of work experience in the related field
- Excellent presentation, communication, problem-solving, interpers

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