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Lane Crawford stores in China highlight the very best of designer fashion and lifestyle retailing - our staff are the heart of every store and are dedicated to our service promise: Making every Customer Feel Great. 连卡佛百货香港、北京、上海和成都都为您提供最高端的设计师品牌时装及家居用品。我们的员工是店铺的核心,竭诚履行我们的服务承诺:为每一位顾客提供满意的服务。

 

Job Purpose工作目的:

“To deliver an exceptional Lane Crawford experience for every customer through provision of a full range of concierge services.
提供整套礼宾服务,让每位顾客均可享受非凡连卡佛购物体验。

 

Key Accountabilities主要职责:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:

除遵守连卡佛的政策和程序外,主要职责包括但不限于:

 

Customer Service客户服务(50%)

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
确保整个团队了解顾客需求,提供始终如一、亲切友好、响应迅速的 5 星级礼宾服务;确保连卡佛认可服务标准始终得到稳定执行

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
提供礼宾服务,其中包含但不限于衣帽间、SPA/餐馆/剧院/活动/音乐会推荐、搬运服务、一般问询、手机充电、店铺店参观,以及私人造型师和化妆礼宾预约

To identify the ever-changing needs of customers and respond in a pro-active manner.  Offer personalized and friendly greeting and farewell spontaneously.
确定不断变化的客户需求,主动予以响应。向顾客问候、与顾客告别时,个性流露,亲切友好。

To explore every opportunity to consistently promote all Concierge Services to customers
探索一切契机,始终将所有礼宾服务提供给顾客

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
对最近趋势和最新时尚和生活方式产品具有高度意识,完全熟知,可与顾客进行交流

To maintain and update customer history, carry out courtesy calls to customers informing them of new services, upcoming events and promotions.
维护并更新顾客消费记录,对顾客进行礼节性拜访,告知其新的服务、即将举行的促销和推广活动

To actively encourage repeat business by building relationships with all concierge customers
与享用礼宾服务的所有顾客之间建立人际关系,积极促成回头客

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
确保所有销售均配有售后服务,包括但不限于礼品包装和发送手写感谢卡

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.
接收并处理顾客对连卡佛店铺服务和/或产品进行的评价和投诉,提请礼宾经理/礼宾监督员予以关注、改善

To maintain the highest standards of personal grooming, courtesy, mannerism, positive attitude and overall presentation at all times
在个人的仪容仪表、礼仪礼节、言谈举止、积极态度、总体展现上,始终坚持最高标准

To ensure all customers are informed through consistent communications about the various Store Services and Omni-channel offerings at Lane Crawford
确保所有员工理解连卡佛的店铺服务和全渠道服务模式,并始终将相关信息传达至顾客。

 

Information Technology信息系统(25%)

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.
能够本着客户利益,了解并执行与下列系统相关的所有任务: LCIS系统、零售管理系统 (RMS)、销售点系统 (POS)、Siebel、连卡佛会员卡资格维护、订购物流、衣帽间操作系统

 

Communication沟通 (25%)

To understand, communicate and promote the full range of concierge services to the customer
了解整套礼宾服务,与顾客交流时进行传达、推介

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
针对顾客的反馈、要求和评价,酌情与连卡佛其他部门进行沟通,确保即时跟进所有要求

To provide information on the latest trends, marketing, promotions and service offerings to all customers
为所有顾客提供有关最新趋势、市场营销、促销活动和服务内容的信息

To communicate and collaborate with other departments effectively within the store level and head office to fulfill specific task requirements
与其他店铺部门及总部有效沟通、协作,按照要求完成特定任务

 

 


Job Segment: Concierge, ERP, Salon, Esthetician, Siebel, Hospitality, Technology

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