Shopping Malls

The Group owns about 12.4 million square feet of retail space across Hong Kong in a diverse portfolio of shopping malls strategically located along major railway lines. With unique market positioning, and continuous facility upgrades and service enhancements, SHKP malls cater for all types of customer needs. This include the addition of pet parks and related amenities to create a pet-inclusive environment, as well as children’s play zones in most SHKP malls to foster a cross-generational leisure and shopping space. 

The Group has introduced a variety of mall services, including The Point, Hong Kong’s largest integrated mall loyalty programme, covering over 2,600 merchants in 26 major SHKP malls throughout the city. It offers a range of shopping, leisure, dining and parking benefits, allowing members to enjoy better, more convenient experiences.

The Group was among the first in the industry to establish Customer Care Ambassador teams. These professionally trained ambassadors provide customers with high-quality and attentive service for a welcoming shopping and leisure experience. Their outstanding performance has been recognised by the industry and market over the years.   

Major Shopping Malls Gift Card Gift Certificate Customer Care Ambassadors

Customer Care Service

Upholding a ‘customer-first’ philosophy, SHKP malls are committed to delivering quality and caring service. As an industry pioneer, the Group established Customer Care Ambassador teams at its major malls years ago. Frontline staff are provided with professional training across various disciplines to support their continuous development and enable them to respond effectively to customers’ diverse needs.  

Through the SHKP Malls Customer Care Ambassador Election, the Group encourages its frontline service teams to pursue excellence. Outstanding ambassadors are nominated for the Service & Talent Award, organized by the Hong Kong Retail Management Association. Over the years, the customer care ambassadors at SHKP malls have earned numerous accolades for their exceptional service.

The customer care service teams at SHKP malls also continue to innovate and enhance their service offerings to create a comfortable, inclusive and safe shopping environment for the customers.
 

Infant and Toddler Services

SHKP malls place great importance on the needs of families with infants and toddlers. Facilities such as nursing and baby care rooms are regularly upgraded, and stroller-lending services and a selection of baby essentials are available to provide greater convenience for parents.

Pet-Friendly Services

To accommodate customers who wish to enjoy shopping and leisure time with their pets, SHKP malls offer a range of pet-related services, thoughtfully addressing the needs of pets while on the move.

Convenience Services

Customer Care Centres in SHKP malls provide a variety of document-related support and item-lending services to enhance customer convenience. All proceeds from chargeable services are donated to charitable organisations.

Community Care

SHKP malls participate in the “Caring Communities for Dementia Campaign”. Angel Boxes in 25 SHKP malls are connected to the Dementia’s Secret Angel mobile app to help locate individuals with dementia who may be lost.