823頻道
ISSUE 28
March 2018 Edition 2018年3月號
A People-first Approach to Winning Customers’ Hearts: 
An Interview with Head of Property Management 
Simon Tu
以人為本 服務貼心 
專訪物業管理主管杜式文

A People-first Approach to
Winning Customers’ Hearts:
An Interview with Head of
Property Management
Simon Tu
以人為本 服務貼心
專訪物業管理主管杜式文

Playing the dual roles of concierge and ambassador, property management staff are pivotal in the running of a property, handing daily operational issues, customer service and stakeholder relations. Simon Tu, Link’s Head of Property Management and a veteran of the transport sector, is charged with leading the team to greater heights. He points out that while Link’s business focuses on providing people-oriented services– similar to transport service providers – Link’s services cover an even broader spectrum of people’s daily lives.

Simon says that acting empathetically, understanding the positions of both sides and taking a polite approach at all times are all keys to effective communication. Preparedness is very critical to enhancing a team’s capability in responding to contingencies. This includes updating emergency response procedures and deepening the team’s practical experience through regular training and emergency drills to help tackle various scenarios.

As Link’s portfolio expands to include office and core business district retail space, Simon sees this new direction as both an opportunity and a challenge. He says, “It gives us the chance to serve different properties and customers and enhance professional competencies, and also prompts us to embrace new mindsets and acquire new skillsets."

“By grouping our malls into three categories – Destination, Community and Neighbourhood– we are able to better align our service standards. Under the asset management model, the Property Management team and Asset Managers are working closely together to formulate an effective property management plan for each property, taking a holistic approach that makes reference to factors like the property’s characteristics, customer profile and business potential. Both new initiatives are conducive to further enhancing operational standards.”

不論是商場日常營運、顧客服務,以至持分者關係,物業管理人員的角色可謂舉足輕重,儼如物業的總管兼親善大使。曾經效力大型運輸機構的領展物業管理主管杜式文(Simon),肩負帶領團隊精益求精的重任。他指出,領展業務跟運輸服務性質相近,其精髓都是以人為本的服務,而領展服務所涵蓋的生活層面則更為廣泛。

商場運作要考慮不同持分者的要求,Simon指出,以同理心行事、認清雙方立場、時刻保持友善態度等,均是溝通要訣。團隊要提高對突發事件的應變能力,平日準備工夫必不可少,包括更新應變程序,並透過定期的培訓及重大事件的演練等,加深同事的實戰經驗,面對各種情況方可應付自如。

領展組合已擴展至辦公室及核心商區零售項目,Simon說:「這些新方向為團隊帶來機遇及挑戰,一方面有機會服務不同物業及客群,提升專業能力,另一方面則要擁抱新的思維,充分裝備自己。」

「領展的組織架構亦不斷革新,近年把物業分類為都會、匯坊及鄰里三大組別,有助訂出服務準則。而在新推出的資產管理模式下,物管部門與資產經理緊密合作,可以更加整全的視野,就著物業特點、客群及商業潛力等制訂最合適的物管方案,兩項新措施均有利提升營運水平。」

A People-first Approach to Winning Customers’ Hearts: 
An Interview with Head of Property Management 
Simon Tu
以人為本 服務貼心 
專訪物業管理主管杜式文

Harnessing Technology to Enhance Service
善用科技 優化體驗

Simon believes that property management operations should focus on optimising the customer experience and making good use of technology. "The car park business, for example, is strategic to guiding more car-driving customers to shop at our centres, and it therefore forms a key part of our service enhancement programme. Link is using data analysis extensively to better understand profiles and visit patterns of users, and accurately estimate the demand for parking spaces so we can provide services to cater for users’ needs.”

Harnessing Technology to Enhance Service 
善用科技 優化體驗

Simon指出物業營運須更加著重優化客戶體驗,並且善用科技。「以停車場為例,停車場組合有助引導駕車顧客前來商場消費,是服務優化的重要一環。領展透過應用數據分析,加強了解停車場顧客背景及到訪模式,並且準確估計車位的需求,提供更貼心的服務。」 Harnessing Technology to enhance service 
善用科技 優化體驗