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Concierge - DFS5882185 in Venezia at DFS

Date Posted: 3/1/2019

Job Snapshot

Job Description

The Concierge is responsible for providing general assistance related to enquiries, recommendations, handling requests and resolving customer problems. The Concierge regularly liaises with the Travel Industry Marketing team to prepare and manage tour groups, coordinate with tour conductors, travel agents, tour guides and drivers to ensure the smooth flow of customers into the store and servicing of customer needs.

Key Responsibilities:
Customer Services and Relationships - Provide customers with concierge services, which include but are not limited to: transportation arrangements, merchandise deliveries, reservation handling, amongst others services - Maintain up-to-date knowledge of local area services, events and activities as well as knowledge of company product and services in order to effectively make recommendations, answer customer’s questions and service customer’s needs - Take and process telephone, fax, internet orders accurately and efficiently, advising customers of any promotions or specials available to maximize sales on every order - Provide conducted groups with detailed pre-shopping briefing on relevant store information and services - Issue customer shopping cards, ensuring the efficient and accurate recording and data entry of customer’s information - Issue privilege discount cards to eligible customers - Handle sale of gift certificates or electronic gift card - Provide follow up on customer’s requests, including claims and repairs - Issue promotional or marketing giveaways and assist in compiling monthly report and feedback on promotions Partner Relationships and Support - Coordinate with Sales and Marketing team the planning and scheduling of group visits to the store - Maintain good rapport and working relationship with the travel agents, tour guides and tour conductors - Assist the LOYAL T program in the co-ordination of private-viewings, functions/events and other ad-hoc services requested by clients - Support the daily management of the Prestige Lounge, including member assistance and data-entry input - Assist to organize and participate in all in-store PR and related promotional activities - Ensure custom allowances and regulations are adhered to at all times - Handle switch board and make necessary in-house announcements

Key Requirements:
- Secondary School Degree, High School Degree or equivalent - Preferably specializing in hospitality and/or service related industry - Prior experience in customer service, hospitality services or luxury brand/boutique - Fluency in English language and other language(s) as a plus - Good knowledge of computer applications