Retail Leader

Company Description

 

Job 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

Candidate Profile

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.