Executive Lounge Executive

Role Purpose

As part of the Lounge Executive, you are part of the team responsible for creating an elevated and highly personalised experience for the mall most valued guests.

More than providing service, you will create a sense of recognition, comfort and exclusivity from the moment guests arrive.

You will anticipate needs, respond with confidence and discretion, and ensure every interaction reflects the warmth, sophistication and hospitality expected of the mall.

Key Responsibilities

Premium Guest Experience

•  Welcome and engage guests with warmth, confidence and professionalism.
  
• Recognise returning guests and personalise interactions whenever possible.
  
• Anticipate guest needs and provide thoughtful, proactive assistance.
  
• Create a comfortable, seamless and refined lounge experience throughout the guest journey.
  
• Ensure every guest feels genuinely acknowledged, valued and well cared for.
  

Lounge Hospitality

• Support the daily operation and presentation of the lounge
  
• Ensure the lounge environment remains immaculate, inviting and ready to receive guests.
  
• Offer and serve refreshments according to established service standards.
  
• Maintain awareness of guest comfort, privacy and preferences throughout their visit.
  
• Coordinate closely with internal teams to ensure smooth and timely service delivery.
  
  

Guest Assistance & Concierge

• Provide accurate information on the mall, including boutiques, dining, events, services and facilities.
  
• Assist guests with reservations, directions, transportation arrangements and other relevant requests.
  
• Recommend suitable experiences within the mall based on guests' needs and preferences.
  
• Handle special requests with resourcefulness, discretion and a strong sense of ownership.
  

Service Recovery

• Listen attentively to guest concerns and respond with empathy and professionalism.
  
• Take ownership of guest issues and coordinate appropriate solutions promptly.
  
• Escalate sensitive or complex situations when necessary while maintaining guest confidence.
  
• Follow through to ensure matters are resolved satisfactorily.
  

Relationship Building

• Build professional relationships with VIC guests through consistent and personalised interactions.
  
• Maintain appropriate guest preferences and service information in accordance with company guidelines.
  
• Work closely with retailers, concierge teams and relevant stakeholders to enhance the overall guest experience.
  
• Support mall's initiatives and events involving VIC guests.
  

Requirements

The ideal candidate should possess:

• Diploma or Degree in Hospitality, Tourism, Customer Experience, Retail or a related field.
  
• Experience in luxury hospitality, premium retail, airline hospitality, private banking, concierge, club lounge or high-end customer service is an advantage.
  
• Strong interpersonal and communication skills.
  
• A polished, professional and well-groomed presence.
  
• Ability to communicate confidently with discerning and high-profile guests.
  
• Strong service instinct with the ability to anticipate needs rather than wait to be asked.
  
• High level of discretion, emotional maturity and professionalism.
  
• Resourceful, calm and composed when handling unexpected situations.
  
• Strong attention to detail and commitment to service excellence.
  
• Ability to work shifts, weekends and public holidays according to operational requirements.
  
• Proficiency in English and Bahasa Malaysia; additional languages will be an advantage.
  

Benefits