To deliver consistent, friendly and responsive 5 star concierge service and ensure the accepted Lane Crawford standards of service are consistently executed at all times
To provide concierge services which include, but are not limited to cloak room, spa/restaurant/theatre/event/concert recommendations, porter service, general enquiries, phone charging, store tours, Personal Stylist & Cosmetic Concierge appointments
To identify the ever-changing needs of customers and respond in a pro-active manner. Offer personalized and friendly greeting and farewell spontaneously.
To explore every opportunity to consistently promote all Concierge Services to customers
To be highly aware and fully conversant with the most recent trends and newest products of fashion and lifestyle in order to communicate with our customers
To maintain and update customer history, carry out courtesy calls to customers informing them of new services, upcoming events and promotions.
To actively encourage repeat business by building relationships with all concierge customers
To ensure that all sales are followed up with after sales service activities including but not limited to gift wrapping and sending handwritten thank-you cards
To receive and handle customer comments and complaints concerning Store Services and/or products within Lane Crawford and to bring such matters to the attention of the Concierge Manager/Supervisor for improvement.
To maintain the highest standards of personal grooming, courtesy, mannerism, positive attitude and overall presentation at all times
To ensure all customers are informed through consistent communications about the various Store Services and Omni-channel offerings at Lane Crawford
To be able to understand and perform all tasks for the benefit of the customer relating to the following systems: LCIS System, Retail Management System (RMS), Point of Sale System (POS), Siebel, Lane Crawford Card Membership maintenance, booking logistics, cloakroom operation.
To understand, communicate and promote the full range of concierge services to the customer
To communicate with other departments in Lane Crawford as appropriate any customer feedback, requests and comments and ensure that any requests are followed up promptly
To provide information on the latest trends, marketing, promotions and service offerings to all customers
To communicate and collaborate with other departments effectively within the store level and head office to fulfill specific task requirements
Matriculated or above
Minimum 1 year of relevant experience in a service field (retail, hospitality etc)
Strong service mindset
Customer focused with a pleasant and outgoing personality
Good problem solving abilities
Good command of English and Mandarin
At Lane Crawford we support our employees with a range of benefits reflecting the importance we place on the well being of our staff. In addition to a competitive salary, discretionary bonus, annual leave, provident fund, medical and dental coverage and staff purchase privileges, we provide shuttle buses to the Company Head Office, various social recreation activities, Staff Assistance Programme, best in-class training and development and regional work opportunities for the right candidate.
All information provided will be treated in strict confidence and used for recruitment purposes only