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About us

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.


Key Accountabilities主要职责:

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



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

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


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

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



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

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