Company Description
Job Description
The position is responsible for ensuring high level of guest satisfaction and ensuring good customer feedback and response to customers’ queries in a timely manner. Reaching out and liaison with tour agencies and the increase the sales tickets and meeting the monthly sales target.
Primary Responsibilities
Providing A Great Shopping Experience
· Handling customer complaints and concerns.
· Answer to customers questions through in-person, phone, email, chat and may also providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.
· Be personalized, competent, convenient and proactive.
· Detailed guest product knowledge and assist guest with selection of gifts and souvenir based on details product knowledge.
· To ensure stocks are fully replenished on retail shelves at all times. Takes corrective action or communicates half empty shelves to Senior Operations Executive.
· Operate P.O.S machine and handle cash and other payment methods professionally, courteously. Understands how to handle local and foreign currency.
Provide Retail Experience That Meets Guest Expectations
· Manage and communicate merchandise opportunities to Boutique Manager.
· Participate on monthly inventory stock take.
· Proactively engages with all guests and upsells items.
Supervision/Training Of The Retail Team
· Inducts and trains Retail Associates in technical skills and product knowledge.
· Manages team within guidelines of the hotel.
· Coaches Retail Associates to constantly improve or maintain performance and provides guidance where performance is below expectation.
· Ensures execution and maintenance of all Visual Guideline as well as guaranteeing the visual presentation of retail store is meeting all set Raffles standards.
· Ensures that safe working practices are followed including emergency procedures.
· Maintains levels of confidentiality and discretion for colleagues and guests.
· Develops own knowledge and skills as a contributing member of the Retail team.
Online Orders And Store Orders
· Ensure that all web orders and enquiries are answered timely.
· Ensure all online products information, inventory and new products are up to date
· Maintains levels of confidentiality and discretion for colleagues and guests.
· Continuously develop own knowledge and skills as a contributing member of the Retail team.
Other Responsibilities
· To oversee and ensure smooth processing of mail orders request.
· Timely providing feedback from guests to enhance guest’s experience.
· To observe professional and customer focused telephone etiquette at all times.
· To be familiar with any and all promotional events for the Retail store or hotel.
· Corporate purchase/festive hampers.
· To record and handle any defective and damaged goods and highlight to Manager in timely manner
· Performs any other duties and responsibilities that may be assigned.
Tour Guide
· Manage and communicate with tour guide at the boutique.
· Participate in relationship building with the tour guide.
Qualifications
Candidate Profile
Knowledge and Experience
· Minimum of 2 years of relevant experience in the retail industry.
· Ability to speak Japanese will be an advantage.
Competencies
· Interpersonal skills well developed with guests, employees, management.
· Ability to work independently, effectively, reliable and self-directed.
· Good presentation and influencing skills.
· Multicultural awareness and able to work with people from diverse cultures.
· Flexible and able to embrace and respond to change effectively.
· Ability to work independently and has good initiative under dynamic environment.
· Self-motivated and energetic, confidently able to resolve problems and make decisions.
· Communication skills in English spoken/written.
Additional Information
Benefits of Joining Raffles Hotel Singapore
· 5-day Work Week.
· Duty Meals are provided.
· Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
· Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
· Medical and Wellness Benefit.
· Comprehensive Insurance Coverage.
· Local/Overseas Career Development & Growth Opportunities.
· Holistic Learning and Development Opportunities.