Asst Manager, Mall Operations
Position Summary Expectations - Duties, Responsibilities
Function: Shopping Mall Operations
Location: The Bridge Lifestyle Mall, Phnom Penh
Immediate Supervisor: Center Manager
- To manage shopping mall operations to ensure that all operation team and outsource services team work together to provide the best services to customers (Tenants & Shoppers)
- Focus on asset management with its main objective to improve the value of the Shopping Mall.
- Establishing work parameters (plans, budgets, targets and resource allocations) for reporting teams by managing the skill set of these teams and to ensure that they can achieve set objectives.
- Communicate values, behaviors and practices expected of the workforce.
- Communicate information in a clear and concise manner by using communication tools to foster communication within the business.
- Ensure all policies, procedures and methodologies are adhered to.Provide regular update on the status of activities to the Immediate Supervisor – trends, performance, business opportunities.
- Provide support and work closely with other team members such as Marketing & Leasing Team, Facilities Management team, Finance Team
- Work through issues until all outstanding matters are resolved.
- Seek feedback and / or information on mall performance.
- Assist direct reports to expediently resolve tenants’ issues.
- Provide direction to Teams to ensure their actions are consistent with the overall direction of Company
- Lead by example. Ensure consistency and integrity when managing internal and external relationships.
- Coach staff to understand how the business operates and how opportunities may benefit the tenants and the Mall
- Encourage teamwork by ensuring sharing of information.
- Conduct performance appraisals for reporting team direct
- Monthly meetings with tenants to determine ongoing needs and expectations.
- Manage tenant relationships when conflict occurs and/or when tenants’ expectations are not met.
- Seek customer and tenant feedback on the Mall’s performance and use feedback to improve mall performance.
- Discuss key issues with immediate Supervisor and gain agreement to action.
- Negotiate the delivery of individual mall strategy with Immediate Supervisor.
- Resolve misunderstandings and demonstrate willingness to achieve “win-win” solutions – with staff, tenants, and shoppers alike.
- Promote Team work spirit, between team member and cross department
- Work with teams to ensure achievement of stated objectives.
- Follow up with assigned team members to ensure all matters are resolved.
- Comprehensive understanding of policies and key performance measures.
- Ensure mall facilities are maintained at the required standards to provide for a safe and comfortable shopping experience.
- Comprehensive knowledge of competitors, their activities and their potential impact on the business.
- Performing other duties as assigned by Immediate Supervisor
- Hand-on experience in retail operations and managing tenants
- Understanding of consumer marketing, Accounts, and labor laws
- Experience in shopping mall retail is a necessityGeneral technical knowledge of MEP requirements
- General technical knowledge of Fit out requirements and Landlord Provisions
- Excellence English, if Chinese is an advantage
- Strong verbal and written communication, and negotiation skills
- Competent in formal report writing and Presentation skills
- Demonstrated supervisory and mentoring skills
- A team player with the ability to work independently and unsupervised
- Be self-motivated and performance focused
- Proven ability to influence people (internally and externally)
- Ability to work under pressure
- A strong and mature leader and team player
- High commitment and reliability.
- Commercial and business awareness
- Initiative and takes pride in his / her work
Supervisor, Mall Operations
Position Summary Expectations - Duties, Responsibilities
Function: Shopping Mall Operations
Location: The Bridge Lifestyle Mall, Phnom Penh
Immediate Supervisor: Assistant Manager, Mall Operations
- Daily supervise shopping mall operation activities which include tenant’s operation (opening & close store)
- Ensure all policies, procedures and methodologies are adhered
- Provide support and work closely with other team members such as Marketing & Leasing, Fit-out , Facilities Management, Finance
- Monthly meetings and regular visit tenants to determine ongoing needs and expectations.
- Manage tenant relationships when conflict occurs and/or when tenants’ expectations are not met and escalate the unresolved issues to immediate supervisor
- Seek customer and tenant feedback on the Mall’s performance and use feedback to improve mall performance.Carry out inspection on mall facilities, and provide immediate recommendation and action for quality service improvement
- Carry out inspection on cleaning, security, parking and others and take necessary action for services improvement
- Recognizing the need for maintenance / repairs (liaising with facilities management) to ensure repairs are conducted quickly and efficiently.
- Carry out inspection and take necessary to ensure the security and safety are offered to customers (Tenants & Shoppers)
- Prepare daily incidents report and other highlighted issues during the day (24 hours).
- Prepare weekly and monthly report on operation activities and issues
- Assist and handle all request from tenants and escalate to other concern parties if necessary
- Other Assigned tasks
- Bachelor degree in management, Business administration, Tourism, Marketing
- At least 2-year experience in a supervisory position
- Experience managing people and if possible
- Proficient in MS-office
- Experience in shopping mall retail is an advantage
- knowledge related to workforce schedulingexperience in managing people and working as part of a cleaning crew.
- Vigilant and pro-active
- Honest, and with high level of integrity
- Strong verbal and written communication skills
- Be self-motivated and performance focused
- Competent in report writing and Presentation skills
- A team player with the ability to work independently and unsupervised
- Ability to work under pressure and flexible working hour
- Energetic and willing to learn
- Initiative and takes pride in his / her work
- Committed, self-motivated and dependable
Officer, Customer Services
Position Summary Expectations - Duties, Responsibilities
Function: Shopping Mall Operations
Location: The Bridge Lifestyle Mall, Phnom Penh
Immediate Supervisor: Supervisor, Mall Operations
- Provide information and assistance to visitors to the mall
- Seek information and support marketing in its promotions & activity programs.
- Report incidents through Incident Log.
- Maintain relationship with all Center Management teams.
- Resolve issues with Retailers. Escalate unresolved issues to Shopping Mall Manager
- Participate in Department meetings
- Communicate and monitor compliance to internal processes
- Align Concierge Services activities with initiatives directed by Marketing. Escalate unresolved issues to Operation Supervisor
- Work with Center Management teams to understand Center requirements
- Work with Operation Supervisor/Assistant Manager, Operation to resolve conflict between tenants and team members
- Work with Leasing teams to resolve issues raised by tenants
- Work with Marketing to communicate promotional programs - current and new activities.
- Provide regular update on the status of activities to the Operation Supervisor/Assistant Manager, Operation - Public feedback, complaints, suggestions.
- Fresh Graduate or in University Study
- At least 2-year experience in a customer services/ front line service/ handle complain
- Proficient in MS-office
- Vigilant and pro-active
- Honest, and with high level of integrity
- Strong verbal and written communication skills
- Be self-motivated and performance focused
- A team player with the ability to work independently and unsupervised
- Ability to work under pressure and flexible working hour
- Energetic and willing to learn
- Committed, self-motivated and dependable
- English and Chinese
