Kuala Lumpur Pavilion Hiring! Full Time AMBASSADOR, JEWEL LOUNGE in Federal Territory of Kuala Lumpur - Ricebowl

KEY RESPONSIBILITIES

1. Member Reception and Lounge Access

• Welcome Luxe Members, verify eligibility, record visits and manage lounge access, seating and waiting arrangements in line with approved policies.
• Explain lounge facilities, services and privileges; assist with membership enquiries and refer account-related matters to the relevant team.

2. Lounge Hospitality

• Serve approved refreshments and beverages to service and hygiene standards, explain options and coordinate accurate, timely beverage orders with the Barista.
• Keep seating and service areas clean and presentable, replenish supplies and clear used crockery discreetly.
• Anticipate members’ needs while respecting privacy and personal space.

3. Concierge and Shopping Assistance

• Provide shopping and dining recommendations and maintain current knowledge of retailers, mall facilities, promotions and events.
• Arrange, subject to availability, dining reservations, retailer appointments and private shopping; assist with gift wrapping, parking validation, redemptions and other approved services.
• Liaise with retailers and relevant departments, follow through on requests and keep members informed of progress or delays.

4. Member Relations and Special Assistance

• Build professional member relationships and handle enquiries, requests and complaints attentively, calmly and diplomatically.
• Assist members within the mall when required and support approved VIP/VVIP visits and mall tours according to established arrangements.
• Handle member information and special service arrangements with discretion and confidentiality.

5. CRM and Redemption Services

• Assist with membership, CRM, privileges and redemption enquiries; verify membership details, receipts and eligibility against approved campaign terms.
• Process eligible redemptions accurately and liaise with the CRM team on membership issues, redemption enquiries and system errors.
• Protect member information and access records only for authorized work purposes.

6. Daily Lounge Operations and Service Coverage

• Complete opening, handover and closing checklists; maintain accurate service records and pass outstanding requests between shifts.
• Check facilities and equipment, report faults promptly, monitor supplies and advise the Supervisor of replenishment needs.
• Coordinate with Housekeeping, Security, Maintenance and other teams, and follow food hygiene, workplace safety and emergency procedures.

7. Events and Member Engagement

• Support approved member events, brand previews and lounge activities, including preparation, reception, seating and refreshments.
• Share relevant promotions, privileges and upcoming activities, and coordinate assigned arrangements with Marketing and participating retailers.

QUALIFICATIONS AND EXPERIENCE

• Minimum two years’ experience in hospitality, concierge, customer service or premium retail; luxury hotel, VIP lounge, luxury retail or airline hospitality experience is preferred.
• Good spoken and written English and Bahasa Malaysia; Mandarin or other languages are an advantage.
• Strong interpersonal, organizational and problem-solving skills, with the ability to work independently and collaboratively.
• Willing to work shifts, weekends, public holidays and assigned service rotations.