Every year, SHKP nominates its frontline mall staff to take part in the Service Talent Award, organized by the HKRMA, to learn from and compete with other industry elites. This year, staff from 21 SHKP major malls joined the competition and sailed through various rounds of mystery shopper assessments and group interviews. SHKP malls’ customer care ambassadors won applause from the judges for their excellent service quality and impressive adaptability, and clinched multiple honours.

In the Staff Award, Cheng Pui-ki from Tai Po Mega Mall, and Chow Wai-yu from K-Point, won the gold award in the Junior Frontline Level – Property Management and Junior Frontline Level – New Participating Brands respectively; and six SHKP malls’ customer care ambassadors won the silver, bronze and outstanding performance awards. 14 customer care ambassadors got full marks in the mystery shopper assessments and were named Excellent Service Stars.

APM, Metroplaza and YOHO MALL clinched multiple company awards, including the gold and bronze awards, and certificates of merit in the Retail Excellence Award. In public voting, APM, New Town Plaza and YOHO MALL were awarded in the “Top 10 My Favourite Outstanding Service Retail Brands” category. In addition, APM, New Town Plaza I, Tai Po Mega Mall, Uptown Plaza and YOHO MALL won five honours in the newly launched “Top 10 Outstanding Flagship Service Stores”. SHKP’s mall teams demonstrate premium service, recognized by their industry peers. 

Cris Fung, Leasing – Retail Marketing and Customer Relations General Manager, Sun Hung Kai Real Estate Agency, said, “In the face of the pandemic challenges, in addition to ensuring that SHKP malls implement comprehensive anti-pandemic measures, our customer service teams provide professional and attentive services in the new normal. SHKP also strategically drives facility intelligence and automation in its malls, including the use of various cutting-edge intelligent robots, touch-free installations, a 5G Smart Restroom system, and multiple intelligent property and facility management systems. Integrating the new technology with attentive services further enhances the new standard of service, thus increasing the malls’ competitiveness.”

The Service Talent Award (previously known as the 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.

Awards won by SHKP malls:

^ Another 16 malls received the “Outstanding Flagship Service Brands” award
* Another 34 customer care ambassadors were recognized as “Retail Ambassadors”; 14 customer care ambassadors got full marks in the mystery shopper assessments, and were named Excellent Service Stars