香港人對生活質素的要求越來越高，領匯亦必須與時並進，不斷優化旗下商場的設施及服務滿足市場的需求，為顧客提供更優質的購物體驗。而最近由香港品牌發展局及香港中華廠商聯合會聯合舉辦的2012年「香港服務名牌選舉」中，領匯更是唯一一家獲頒「香港卓越服務名牌」榮譽的企業，進一步肯定了領匯的服務水平。

物業管理及營運總監胡志平說：「物業管理及營運部（物管部）就像領匯各商場、街市及停車場的『大總管』，事無大小都需要參與，面對紛紜的工作都事必躬親，這次獲頒『香港卓越服務品牌』的殊榮，充分肯定了部門員工的努力。」

無論對外或對內，物管部同事都是公司的關鍵人員。對外方面，物管部同事是公司對外最直接的窗口，他們在每天的工作中都需要接觸到不同的商戶、顧客及鄰近社區居民，因此物管部同事的一言一行都代表了公司，責任非常重大。對內方面，商場裡所有發生的事情，小至更換光管，大至資產提升工程，都需要物管部同事的參與，因此他們對於公司物業日常運作非常重要。

精簡管治架構 規範工作流程

領匯物管部有接近500名同事，還有約3,000名承辦商的員工。作為部門總監，胡志平的其中一項重要任務，就是要做到無阻隔的訊息傳達，盡量令各物業的服務水平一致。胡志平指出，面對這個挑戰，他特意為管理團隊的工作訂立四項措施：(1)精簡管治架構，讓基層同事可直接向管理層作出匯報；(2)簡化工作流程，減少提交非必要的報告，更有效善用工作時間；(3)把工作規範化，制訂清晰及標準的工作流程，統一各個商場的服務質素，及(4)成立流動巡察隊伍，不定時巡查及監察各個商場，找出需要改善的地方。這些措施能有效協助物管部的管理層控制服務品質，維持領匯商場優質的服務水平。

加強溝通 了解員工需要

要鼓勵員工做到最好，其中一項最有效的方法固然是獎賞以及鼓勵員工之間的良性競爭，領匯於2011年首辦的神秘顧客評核計劃便能有效激勵員工做得更好。

此外，胡志平認為與員工作定期的溝通亦是非常重要的。因此，物管部定期舉辦員工分享交流會，讓一眾非管理層的員工提出他們對日常工作上的各種意見及需要。除此之外，員工分享交流會更能讓管理層直接向各同事傳達公司的各項措施及政策，面對面即時回應員工的提問，減少訊息錯誤傳遞的情況，從而增加物管部同事對公司的投入感。

People of Hong Kong are expecting better quality of life today. In line with this, The Link aims to enhance the facilities of its shopping malls to fulfil market needs and provide an attractive shopping experience to customers. At the recent “Hong Kong Top Service Brand Awards 2012”, jointly organised by the Chinese Manufacturers Association of Hong Kong and Hong Kong Brand Development Council, The Link was the only enterprise awarded with the “Hong Kong Premier Service Brand”, which further demonstrates the high service level provided by The Link.

Gordon Wu, Director of Property Management and Operations, said, “The Property Management and Operations Team is similar to the butler of The Link. Everything that happens at the shopping malls, fresh markets and car parks have to be taken care of by the team. Recognition by the Award proves the efforts of our team members”.

Gordon expressed that members of the Property Management and Operations Team are accountable to both external and internal constituents. Regarding external constituents, team members are the walking brand of The Link, and have plenty of opportunities to make daily contact with different tenants, shoppers and nearby residents. They bear huge responsibilities in being the brand ambassadors. Regarding internal constituents, team members participate in a wide range of activities within The Link’s shopping malls from replacement of light tubes to asset enhancement work. Their work is crucial to the day-to-day operation of The Link’s facilities.

身為領匯旗下物業的大總管，胡志平日常的工作排得密密麻麻，但他總是表現得從容不迫，並往往能超額完成工作，究竟他有甚麼辦法提升工作效率？原來胡志平有他一套的分身術，可以讓他「一變十、十變百」。

胡志平打個比喻說，每位員工只得一雙手去應付每天排山倒海的工作，因此每當他接到一百件工作時，他便會找來十位同事去齊心協力分擔這些工作，最關鍵的是與他們商議如何去處理每一件工作，並且與眾人訂立匯報時間表，以確保工作能按計劃進行。同樣地，他的同事亦會各自把他們手上的十件工作，安排不同的同事跟進處理，使每件事情均得以順利進行及完成，事半功倍。

As the “head butler” of The Link, Gordon has a hectic schedule every day, yet he always outperforms and appears to be calm. So what are his methods to increase work efficiency?
It turns out that Gordon has exemplary multi-tasking and delegation skills. For example, every employee has only one pair of hands to handle an array of tasks so whenever Gordon receives 100 tasks, he will ask 10 employees to help in sharing the tasks. The key is to discuss the tasks together and set up a reporting timeline to ensure everything will be on schedule. Likewise, his colleagues will delegate their own tasks to different colleagues for their follow-up. Every task could then be completed smoothly and efficiently, showcasing teamwork at its finest!

Streamline Management Structure and Standardise Workflow

Over 500 team members and approximately 3,000 contracted staff work as part of the Property Management and Operations Team of The Link. As the Director of the team, one of Gordon's many missions is to achieve barrier-free communication to allow consistency in service level across the entire team. Gordon pointed out that he has specifically developed four measures to face such challenges: (1) Streamline the management structure in order to allow junior colleagues to report directly to management; (2) Streamline workflow to reduce unnecessary work reports to better manage work time; (3) Clarify and standardise workflow to achieve management consistency at all shopping malls; (4) Set up mobile patrol teams to inspect and monitor all shopping centres and identify areas for improvement.

These measures assist the management team in effectively managing service quality and maintaining top-level service across all of The Link’s facilities.

Strengthen Communication to Understand Needs of Employees

An effective way to encourage employees to do their best is to reward them and encourage positive competition among them. In 2011, The Link launched its first Mystery Shopper Programme to motivate employees.

In addition, Gordon believes that regular communication with employees is of vital importance. The Property Management and Operations Team holds regular sharing sessions to allow non-management employees to express their views and needs regarding their daily work. Employee sharing sessions can increase employees’ sense of belonging by allowing the management team to convey measures and policies directly to them and instantly respond to their questions to avoid miscommunication.

「沒有最好，只有更好」 是胡志平的人生座右銘。他說：「我認為這個理念不單只應用於工作上，在我們的人生當中，以及待人處事上都應該抱著這個態度，在做所有事情時都朝著更好的方面作出改善，創出更佳的成績。」

“There is no such thing as optimal service, as service can always be improved further”. Gordon regards this service commitment as his motto. He said that it should not only apply to work, but also to our everyday lives and relationships. We should always strive for excellence by keeping this motto in mind.

物業管理及營運總監胡志平
Gordon Wu, Director of Property Management and Operations

一年一度的員工周年晚宴於3月15日假香港亞洲博覽館舉行，當晚出席嘉賓包括約八百名員工及董事會成員、領匯的商戶、承辦商及業務合作夥伴等。晚宴以奧運主題曲「One Moment in Time」配合員工的花絮照片作開幕，感謝一眾同事於過去一年的努力和付出。主席蘇兆明致詞時亦感謝員工對公司的貢獻，並歡迎席上新加入的董事會成員。行政總裁王國龍則以輕鬆幽默的方式介紹管理層準備的精心傑作「江南Style — 領匯版」，頓時將全場氣氛推至最高峰。

來自不同部門的同事，大跳70、80年代懷舊舞蹈，更有隊伍表演以公司的人和事編寫新詞的二次創作歌曲。台下的同事皆為自己的部門落力打氣，氣氛熱烈。

今年，領匯邀請到著名藝人李思捷獻唱不同天王巨星的金曲，同事們都對李思捷的表演感到雀躍。至於抽獎環節則有超過100位幸運兒中獎，獎品包括購物禮券、電子產品及現金獎等。20位卓越服務人員亦能參於其中，而當中4位前線服務同事亦是當晚抽獎環節的幸運兒。員工及嘉賓盡興而歸，共渡一個愉快的晚上。