Scope of Work

Present a positive first impression of the establishment's friendliness, excellent service and high hospitality standards. Receive visitors by greeting, welcoming, providing tours, directing and announcing them appropriately, as well as providing support for appointment booking and F&B support.

Customer Experience and Service                                         

• Greet incoming and departing clients warmly with a genuine smile and eye contact
• Provide Boutique/ AP House tours to clients, explaining to them the concept and facilities available
• Lead them to assigned area; present food and beverage menus
• Inform clients of the current theme or latest updates of the brand, and who will be serving them to ensure a smooth handoff to the assigned client-consultant
• Answer incoming calls of general line, screen, redirect calls and take messages to appropriate persons
• Tend to special client needs and requests
• Observe clients' needs throughout the previous experience to ensure they receive high-quality service
• Responding to guests enquiries in an efficient, courteous and professional manner
• Help external F&B staff by setting and clearing tables; replenishing water; serving beverages
• Assist clients to handle hotel and restaurant bookings and transportation

Customer Relationship Management

• Control the calendars for the appointments. Assist Client Consultant with booking them or rearranging meetings when necessary
• Use CRM tool to collect customer data
• Assist the salesperson to build and develop the client base
• Plan and coordinate in store events in order to maintain and recruit VIP clients
• Develop new sources of clientele, in-store events and programs with internal team to ensure on-going clientele interest and participation
• Support the execution of various CRM programs by coordinating with internal / external clients on marketing communications and end-to end operation logistics
• Data cleansing and perform administrative duties including customer database maintenance  
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

Administrative tasks

• Provide support to special events and meetings held in the Boutique/AP House and arrange catering when necessary
• Tidy up meeting area when the F&B support is away from the Boutique/AP House
• Support the Boutique/AP House Manager in all coordination and administrative tasks related to appointments.
• Use business software applications (e.g., word processing, spreadsheet, etc.) to prepare correspondence, reports, agendas, etc..
• Use as well different tools such as Sugar CRM, etc..
• Provide operational support and ensure presence to marketing events
• Perform other tasks and projects, as assigned.

Key Performance Indicators

Qualitative indicators 

• Overall presentation of the boutique (as compared against Group guidelines)
• Quality of service from the whole team (as documented in clients notes, blogs, Mystery Shopping results). For all types of clients (sales, repairs or only visitors)
• Self-attire (following Group guidelines)

Quantitative indicators
 

•       Number of appointments
•       Acquisition of potential client data