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Retail Operation Executive

3 months ago

Singapore Raffles Hotel Singapore Full time

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.
  • Working with Senior Retail Operations Executive to ensure stocks are been clear timely.

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.
  • Identifying tour guide in the boutique.

Candidate's 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.

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.