Job Title

Sr. Executive – Operations (Luxury Concierge)

Department / Division

Operations

External Interface

(Enlist external agencies/authorities that you are required to deal with while discharging your duty)

• Luxury Retail Brands
• Retailers: Store Managers
• Outsourced  Agencies – Facility Managers, Supervisors
• Local municipal authorities/ government and other regulatory bodies
• Vendors   
• Security Services

Minimum Qualification

(i.e education, training etc.)

Bachelors in Hospitality

Minimum Experience

Minimum of 2-4 years of experience in luxury concierge services or related roles, preferably in retail, hospitality, or malls.

Special Skills/Attributes

(required for performing the job effectively)

·       Strong interpersonal skills and the ability to engage with high-net-worth clients.

·       Excellent organizational skills with attention to detail.

·       Proficient in Microsoft Office, customer service software, and related tools.

·       Ability to work in a fast-paced environment and multitask.

·       A professional, polished appearance and demeanor.

Overall Purpose/Objective

Of the job

This profile will assist in providing exceptional, personalized concierge services to the mall's luxury clientele. The role involves interacting with VIP customers, fulfilling their requests, and supporting the Senior Manager in creating a luxury experience that meets the highest standards of service. This position is crucial in ensuring the delivery of efficient, discreet, and bespoke services that align with the mall's luxury positioning.

Key Responsibilities

(List major responsibilities, that you have,  to achieve the key objectives)

·       Concierge Services Delivery: Assist in providing tailored concierge services, including travel bookings, restaurant reservations, and personalized shopping requests for high-net-worth individuals (HNWIs).

·       Client Interaction: Interact with VIP customers to understand and fulfill their needs and preferences, ensuring a personalized, memorable experience.

·       Event Support: Support the organization of luxury events, product launches, and private shopping experiences, ensuring smooth execution.

·       Team Assistance: Assist the Senior Manager and team in daily concierge operations, ensuring services meet the highest standards of luxury and professionalism.

·       Vendor Coordination: Liaise with service providers, retailers, and other stakeholders to coordinate bespoke services and fulfill customer requests.

·       Customer Feedback: Collect and document feedback from customers, ensuring any concerns or issues are addressed promptly to maintain high levels of satisfaction.

·       Administrative Support: Manage concierge documentation, reports, and records, ensuring all client requests are tracked and followed up in a timely manner.

·       Brand Representation: Maintain the mall’s luxury image by ensuring all interactions reflect professionalism, attention to detail, and exclusivity.