Page 30 - CIJ May 2023 Digital Edition

Focus

Mall maintenance
Five-star expectations -

fulfilled!

Mall managers need to satisfy the needs
of two sets of end-users: tenants who
occupy retail/food spaces and customers

who patronise and purchase from them.
As malls become more and more high-end,

how are mall managers keeping up with
rising expectations? Jerry Rajesh, Head of
Mall Business, Inorbit Vadodara spoke to

Mrigank Warrier, Associate Editor, Clean
India Journal.

ompared to most The food court and nearby
other sectors, the washrooms are the areas that
nature of the mall always see the highest footfall.
business is very
Cdynamic. Customers Customer touch points
keep changing every other
minute and we have to meet Mall management is different,
their expectations consistently. right from the point of entry of
Whether it is a common area, the customer. All car boots need
parking area or washroom, to be scanned for the safety of
they expect world-class service customers and vehicles, parking
from a mall, and it is our job space has to be made available,
to fulfill their expectations, a valet service (complimentary
using technology, eco-friendly or chargeable) must be on hand
chemicals and highly motivated and the appearance and expertise
employees. of the valet drivers must be

checked.
Measuring FM demand Some malls have multiple
AI-powered cameras levels of underground car
automatically capture customer parking. We have to make it
footfalls, along with details like convenient for each customer to
gender, age, and entry, exit and take an escalator from basement
dwell time of customers. Similar
cameras in the passage area help levels to the retail area in a
us calculate washroom usage per seamless manner.
hour, and peak and lean times. When a customer comes
On weekdays, peak hours are to the retail area, their bags
between 4pm and 10pm. On also need to be checked.
weekends, the rush starts from Each of these customer touch
11 am or so, and continues until points contributes to customer
night. experience and satisfaction.

MAY 2023•Clean India Journal
30 www.cleanindiajournal.com