SHKP malls clinch multiple awards at the Oscars of the retail trade for excellent customer service and anti-pandemic measures
Every year, Sun Hung Kai Properties Limited (SHKP) nominates its frontline mall staff to participate in the Service Talent Award, organized by the Hong Kong Retail Management Association (HKRMA), to compete with and learn from other industry elites. This year, staff from 21 SHKP major malls joined the competition and went through various rounds of mystery shopper assessments and group interviews. SHKP customer care ambassadors won applause from the judges for their excellent service quality and impressive adaptability, and scooped over 15 awards.
Despite keen competition this year, three SHKP customer care ambassadors won the gold award in the Staff Award categories: MOKO’s Crystal Leung (Junior Frontline Level – Property Management), V Walk’s Jerald Cheung (Junior Frontline Level – New Participating Brands), and New Town Plaza I’s Rosanne Yung (Supervisory Level – Retail Services). Two other ambassadors won the silver award and three won the bronze award. In addition, 25 customer care ambassadors got full marks in the mystery shopper assessments, and were named as Excellent Service Stars.
SHKP malls also clinched a number of team awards, including “Best Team Award – Silver” for New Town Plaza I and “Potential Brand Award – Bronze” for Harbour North. With votes from judges and the public, YOHO MALL was awarded “Top 10 Outstanding Service Flagship Store” and APM was awarded “Top 10 Outstanding Retail Brand”. Landmark North and Metropolis Plaza won “Retail Anti-Pandemic Award – Merit”, a debut award, exemplifying the team spirit of SHKP malls, especially during the pandemic. SHKP malls are committed to providing customers with a safe shopping environment and premium service, and have received wide recognition from the retail industry.
Cris Fung, Retail Marketing and Customer Relations General Manager, Sun Hung Kai Real Estate Agency, said, “Amid the pandemic, SHKP malls have stepped up cleaning efforts and implemented an array of smart, innovative anti-pandemic measures to relentlessly prevent the spread of the virus. The frontline customer care ambassadors in our malls are devoted to customer needs and always put customers first with sincerity.”
The Service Talent Award (previously known as Service & Courtesy Award), established by the HKRMA in 1986, is hailed as the Oscars of the retail trade and recognizes outstanding frontline personnel. The competition aims to elevate Hong Kong’s overall retail service standard and competitiveness in the world.
ICC is the first building in Hong Kong to receive the WELL Health-Safety Rating for Facility Operations
The International Commerce Centre (ICC), under Sun Hung Kai Properties (SHKP), was awarded the WELL Health-Safety Rating for Facility Operations (WELL HSR) certificate by the International WELL Building Institute (IWBI). ICC is the first building in Hong Kong to earn the certificate, which shows that its health and safety measures have reached high international standards.
According to Mr Lo King-wai, General Manager (Office Leasing) of Sun Hung Kai Real Estate Agency, ICC, a landmark building of the SHKP Group, houses renowned multinational corporations and key financial institutes. "The pandemic has changed the way that people work, but face-to-face human interaction is irreplaceable. Therefore, at ICC, we aim to provide a safe and hygienic workplace for tenants to work and interact without concern. Receiving the WELL HSR certificate proves the Group’s commitment and dedication to the pursuit of wellness." Mr Lo added that the Group would continue to maintain and enhance the environmental hygiene of its properties to safeguard the health and well-being of its tenants and customers.
Managed by Kai Shing Management Services Limited, ICC has long maintained an international level of facility management. Since the beginning of the pandemic, ICC has taken prudent and all-round disease prevention and control measures, including introducing a high-tech smart anti-pandemic robot and touchless facilities. ICC has also continued to improve its operations, maintenance, and emergency response plans to combat the virus. To further strengthen the confidence of customers and the public in general, ICC proactively participated in the independent assessment of the WELL Health-Safety Rating. The efforts of the management team have helped ICC reach global standards in terms of Cleaning and Sanitization Procedures, Emergency Preparedness Programs, Health Service Resources, Air and Water Quality Management, Stakeholder Engagement and Communication, and Innovation. ICC is the first-ever building in Hong Kong to be awarded such a certificate.
The WELL Health-Safety Rating for Facility Operations was launched by The International WELL Building Institute to verify the health and safety policies and measures of facility operations and management since the outbreak of COVID-19. More than 20 features are covered by the rating, at least 15 of which need to be met through sample verification. The main standards of the guidelines are derived from the WELL Building Standard and refer to the prevention guidelines for COVID-19 and respiratory diseases set by authoritative international organizations, including the World Health Organization (WHO), the U.S. Centers for Disease Control and Prevention (CDC), other global disease control and prevention centres, and leading academic and research institutions.