Operations Executive

Job Title - Operations Executive

DUTIES & RESPONSIBILITIES

• OPS Executive should be aware of mall operational policies and strategies
• To update offers of the Mall, Event details and promotional activities.
• Timely completion of the KRAs assigned.
• Ensure Security & Safety measures for the customers are on track.
• Guide and Help the Customers to avail facilities available in the Mall.
• Help and Guide the Retailers in Daily Operations.
• Co-ordinate with other departments on maintenance and up keeping of the mall.
• Perform special projects or tasks as assigned by Managers on daily basis
• OPS Executive should assist the Floor Managers to carry out various tasks for the Department
• OPS Executive should conduct daily training to Outsourced agency staffs on enhancing their skills and knowledge on Mall
• Responsible to escort and assist the VIPs upon their arrival
• Responsible for taking care of the mall assets
• Ensures OPS Executive Desk is well maintained with all the required stationeries/items and all information’s required for the customers
• Ensure all Customer Complaints through mails/direct/phone/feedback system are forwarded immediately to the concerned and followed up on
• Provide adequate First Aid Facilities at immediate effect or instant communication to a concern if any major/minor emergency inwards for a customer
• Should maintain a strong knowledge about all the Retailers stores, offers, events and promotions in the Mall
• Should maintain the daily checklists and ensure all the required reports are made and send to the concerned
• Coordinates with all outsourced agencies for the upkeep of the mall standards
• Ensures in coordination with the HK team the mall is well cleaned and maintained at all times
• Ensure active participation in all operational base activities like (housekeeping, parking management, horticulture, pest control)
• Providing the help and advice the customers regarding the products or services available at Mall.
• Communicating courteously with customers by telephone, email, letter and face to face;
• To ensure all the customer facilities are updated and avail for the Customer Service.
• Provide adequate training to the outsource staffs, to ensure a delightful customer experience.
• To provide necessary information to the Customer through Information Desk.
• Maintain & update books of records, registers etc.
• Handling of Lost &Found items, Lost Item Reporting and Lost Child etc.
• OPS Executive should issue the Paid services [Pram, M Wheelchair, Power bank, Hot spot, Butler] to the customers as per the request and are responsible for handling the cash involved.
• OPS Executive should ensure a proper handover of all Desk Assets and Cash involved in the day to day activities
• OPS Executive are responsible to make Incident Report of any minor/major reporting during his/her shift and should ensure it should it be sent to the concerns as per SOP