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, hone , email, chat and may also providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.
- Be personalized, competent, convenient and pro active.
- 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 Retail Manager.
- Participate on monthly inventory stock take.
- Proactively engages with all guests and upsells items.
Onlline 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.
