Mall Operations Manager

15 hours ago

Gurgaon, Haryana, India Ics Realty Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description Mall Operations Executive / Manager

Location: Vista Square Mall, Gurgaon

Department: Operations

Experience: 3–10 years (Mall / Retail / Facility Operations preferred)

Role Overview

The Mall Operations role is responsible for ensuring smooth day-to-day functioning of Vista Square Mall by coordinating facility management, tenant operations, safety & security compliance, customer experience, and overall mall upkeep. The role demands operational excellence, strong coordination skills, and the ability to manage multiple stakeholders including tenants, vendors, facility teams, and customers.

Key Responsibilities

1. Mall Operations & Facility Management

  • Ensure seamless daily mall operations including housekeeping, security, parking, engineering, and MEP services.
  • Coordinate with facility management teams for maintenance, preventive checks, and timely resolution of breakdowns.
  • Monitor upkeep of common areas, washrooms, food court, and exterior premises to maintain high standards.

2. Tenant Coordination

  • Act as the point of contact for all tenant operational requirements.
  • Ensure timely opening/closing of stores and adherence to mall operational standards.
  • Facilitate tenant onboarding, fit-out coordination, inspections, and adherence to SOPs and policies.
  • Address tenant issues and escalate critical matters as needed.

3. Safety, Security & Compliance

  • Ensure compliance with safety norms, fire systems, and statutory requirements.
  • Conduct periodic fire mock drills and coordinate with security agencies for crowd management.
  • Ensure that all safety equipment, CCTV, fire extinguishers, and emergency exits are fully operational.

4. Customer Experience

  • Maintain high standards of customer service within the mall premises.
  • Address visitor concerns, feedback, or escalations on priority.
  • Ensure signage, helpdesks, and customer information systems are updated and operational.

5. Vendor & Utility Management

  • Coordinate with vendors for housekeeping, security, landscaping, pest control, and maintenance services.
  • Monitor vendor performance as per SLA and ensure timely service delivery.
  • Track consumption of utilities like electricity, water, and diesel, ensuring optimal usage.

6. Events, Promotions & Coordination

  • Support marketing and leasing teams during events, promotional activities, and brand activations.
  • Coordinate operational support for dcor, stage setup, kiosks, and mall-level marketing events.

7. Reporting & Documentation

  • Maintain daily mall operation reports, incident logs, utility consumption data, and checklists.
  • Track AMC schedules, service records, and vendor documentation.
  • Ensure timely submission of monthly operations reports to management.

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