Retail Operation Executive

Company Description

Job Description

This position is available from January 2025 onwards.

The position is responsible for ensuring a high level of guest satisfaction and ensuring good customer feedback and response to customers’ queries in a timely manner. Reaching out and liaising with tour agencies to increase ticket sales and meet the monthly sales target.

Primary Responsibilities

Providing A Great Shopping Experience

• Handling customer complaints and concerns.
• Answering customer questions through in-person, phone, email, chat, and providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.
• Being personalized, competent, convenient, and proactive.
• Detailed guest product knowledge and assisting guests with the selection of gifts and souvenirs based on detailed product knowledge.
• Ensuring stocks are fully replenished on retail shelves at all times. Taking corrective action or communicating half-empty shelves to the Senior Operations Executive.
• Operating P.O.S machine and handling cash and other payment methods professionally and courteously. Understanding how to handle local and foreign currency.

Provide Retail Experience That Meets Guest Expectations

• Managing and communicating merchandise opportunities to the Boutique Manager.
• Participating in monthly inventory stock take.
• Proactively engaging with all guests and upselling items.

Supervision/Training Of The Retail Team

• Inducting and training Retail Associates in technical skills and product knowledge.
• Managing the team within guidelines of the hotel.
• Coaching Retail Associates to constantly improve or maintain performance and providing guidance where performance is below expectation.
• Ensuring execution and maintenance of all Visual Guidelines and guaranteeing the visual presentation of the retail store meets all set Raffles standards.
• Ensuring that safe working practices are followed, including emergency procedures.
• Maintaining levels of confidentiality and discretion for colleagues and guests.
• Developing own knowledge and skills as a contributing member of the Retail team.

Online Orders And Store Orders

• Ensuring that all web orders and enquiries are answered timely.
• Ensuring all online product information, inventory, and new products are up to date.
• Maintaining levels of confidentiality and discretion for colleagues and guests.
• Continuously developing own knowledge and skills as a contributing member of the Retail team.

Other Responsibilities

• Overseeing and ensuring smooth processing of mail orders requests.
• Timely providing feedback from guests to enhance guest experience.
• Observing professional and customer-focused telephone etiquette at all times.
• Being familiar with any and all promotional events for the Retail store or hotel.
• Handling corporate purchases/festive hampers.
• Recording and handling any defective and damaged goods and highlighting them to the Manager in a timely manner.
• Performing any other duties and responsibilities that may be assigned.

Tour Guide

• Managing and communicating with the tour guide at the boutique.
• Participating 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

• Well-developed interpersonal skills with guests, employees, and management.
• Ability to work independently, effectively, reliably, and self-directed.
• Good presentation and influencing skills.
• Multicultural awareness and ability to work with people from diverse cultures.
• Flexible and able to embrace and respond to change effectively.
• 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.