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 Metroplaza 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.