About this role
Scope of Work
Present a positive first impression of the establishment's friendliness, excellent service and high hospitality standards. Receive visitors by greeting, welcoming, providing tours, directing and announcing them appropriately, as well as providing support for appointment booking and F&B support.
Customer Experience and Service
Greet incoming and departing clients warmly with a genuine smile and eye contactProvide AP House tours to clients, explaining to them the concept and facilities availableEscort them to assigned area; present food and beverage menusInform clients of the current theme or latest updates of the brand, and who will be serving them to ensure a smooth handoff to the assigned client-consultantAnswer incoming calls of general line, screen, redirect calls and take messages to appropriate personsTend to special client needs and requestsObserve clients' needs throughout the previous experience to ensure they receive high-quality serviceResponding to guests enquiries in an efficient, courteous and professional mannerHelp external F&B staff by setting and clearing tables; replenishing water; serving beveragesAssist clients to handle hotel and restaurant bookings and transportation
Customer Relationship Management
Control the calendars for the appointments. Assist Client Consultant with booking them or rearranging meetings when necessaryUse CRM tool to collect customer dataAssist the salesperson to build and develop the client basePlan and coordinate in store events in order to maintain and recruit VIP clientsDevelop new sources of clientele, in-store events and programs with internal team to ensure on-going clientele interest and participationSupport the execution of various CRM programs by coordinating with internal / external clients on marketing communications and end-to end operation logisticsData cleansing and perform administrative duties including customer database maintenance Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
Administrative tasks
Provide support to special events and meetings held in the AP House and arrange catering when necessaryTidy up meeting area when the F&B support is away from the AP HouseSupport the AP House Manager in all coordination and administrative tasks related to appointments.Use business software applications (e.g., word processing, spreadsheet, etc.) to prepare correspondence, reports, agendas, etc..Use as well different tools such as Sugar CRM, etc..Provide operational support and ensure presence to marketing eventsPerform other tasks and projects, as assigned.
Key Performance Indicators
Qualitative indicators Overall presentation of the boutique (as compared against Group guidelines)Quality of service from the whole team (as documented in clients notes, blogs, Mystery Shopping results). For all types of clients (sales, repairs or only visitors)Self-attire (following Group guidelines)Quantitative indicatorsNumber of appointmentsAcquisition of potential client data Audemars Piguet offers a competitive and comprehensive compensation and benefits package.
Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.