Raffles Hotel Singapore

**Company Description**

The Retail Leader is responsible for attending to guests in a professional, efficient and polite manner as set out in Raffles Hotel Singapore’s Standard Operating Procedures and Policies. In addition, the position is to up-sell Raffles merchandise and meet guest shopping experience expectation as well as to maximise margins. To ensure boutique is neatly maintained, cashiering duties, replenishment of stock, stock-take activities and timely inventory as well as other duties as given by superiors.

Primary Responsibilities

Focuses on the Guest Retail Experience
- Works towards set targets.
- Uses guest names whenever possible.
- Adjusts service to suit guests’ requests, personalizes interactions to meet guests’ needs.
- Uses a Heartist® approach - make the guest Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
- Looks for ways to upsell and adds value to enhance guests’ satisfaction.

Provides Retail Experience that Meets Guest Expectations
- Ensures accuracy in cashiering duties, following all set procedures and guidelines.
- Ensures stocks are fully replenished on retail shelves.
- Operates P.O.S machine and handles cash efficiently in local and foreign currency.
- Maintains inventory items of the retail store.
- Provides guest product knowledge and assists guest with selection of gifts and souvenir.
- Manages and communicates merchandise opportunities to Retail Manager
- Participates, supports and leads monthly inventory stock take activities.

Involvement of Wider Job Functions and Relationship
- Participates in execution and maintenance of all Visual Guideline as well as guaranteeing the visual presentation of the boutique is meeting all set Raffles standards.
- Participates in training activities to improve knowledge and skills.
- Maintains levels of confidentiality and discretion for colleagues and guests.
- Maintains collaborative working relationships with colleagues and supervisors/managers.

Supervises/Trains 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.

Other Responsibilities
- Ensures smooth processing of mail orders request.
- Provides feedback from guests to enhance guests’ experience.
- Observes good telephone etiquette at all times.
- Familiarises with any promotional events for the Retail store or any other area of the hotel.
- Builds a loyal following among local market through managing the gourmet corner.
- Ensures smooth follow up on corporate purchase/festive hampers.
- Records and handles any defective and damaged goods and highlight to Manager.

**Qualifications**

Knowledge and Experience
- Minimum GCE ‘A’ Level or Diploma in Retail/related field.
- Minimum of 2 years of relevant experience in the Retail industry and 1 year in supervisory role.
- Experience in handling Inventory control.
- P.O.S system knowledge (Micros 9700 (or local equivalent).

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.
- Has good initiative under dynamic environment.
- Self-motivated and energetic, confidently able to resolve problems and make decisions.
- Communication skills in English spoken/written.
- Strong business acumen and knowledge about local gourmet market trends
- Sense of urgency.
- Loyalty and transparency.

**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.