Concept Store Manager - BVLGARI Resort Dubai

JOB SUMMARY

Greet customers when they enter the shop and offer assistance
with merchandise. Display merchandise, restock items, and ticket merchandise
with price or mark-downs. Follow proper inventory system to conduct
and reconcile merchandise inventory. Count and verify merchandise orders upon
receipt and document any shortages. Place orders for store merchandise
and approve invoices, including communicating with manager/supervisor as needed.

Complete customer purchases, process all payment types, and process returns,
refunds, and exchanges. Maintain appropriate cash levels in cash drawer, turn
in all property monies and receipts, and ensure deposits/cash drops
are verified. Follow checklist for opening and closing shop. Secure shop
and monitor customer activity to prevent losses due to merchandise theft
and damage.

CANDIDATE PROFILE

Education and Experience

• High school diploma
or GED; 2 years experience in the guest services, front desk, or related
professional area.

OR

• 2-year degree from an accredited
university in Hotel and Restaurant Management, Hospitality, Business
Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Leading Guest
Services Teams

• Utilizes interpersonal and communication
skills to lead, influence, and encourage others; advocates sound
financial/business decision making; demonstrates honesty/integrity; leads
by example.

• Encourages and builds mutual trust, respect,
and cooperation among team members.

• Serves as a role model
to demonstrate appropriate behaviors.

• Supervises and manages employees.
Manages all day-to-day operations.

Understands employee positions well enough to perform duties in employees'
absence.

• Celebrates successes and publicly recognizes the contributions
of team members.

• Establishes and maintains open, collaborative
relationships with employees and ensures employees do the same within
the team.

Maintaining Guest Services and Front Desk
Goals

• Develops specific goals and plans to prioritize,
organize, and accomplish your work.

• Handles complaints, settling
disputes, and resolving grievances and conflicts, or otherwise negotiating
with others.

• Maintains a strong working relationship with all
departments to support property operations and goals and to expedite
the resolution of any problems that may arise through the general operation
of the property.

• Intervenes in any guest/employee situation as needed
to insure the integrity of the property is maintained, guest satisfaction
is achieved, and employee well being is preserved.

• Ensures that regular
on-going communication is happening with employees to create awareness
of business objectives and communicate expectations, recognizes performance,
and produces desired results.

• Comprehends budgets, operating statements
and payroll progress reports as needed to assist in the financial management
areas of department.

Ensuring Exceptional Customer
Service

• Provides services that are above and beyond
for customer satisfaction and retention.

• Improves service
by communicating and assisting individuals to understand guest needs, providing
guidance, feedback, and individual coaching when needed.

• Manages
day-to-day operations, ensuring the quality, standards and meeting
the expectations of the customers on a daily basis.

• Serves as a leader
in displaying outstanding hospitality skills.

• Sets a positive example
for guest relations.

• Responds to and handles guest problems
and complaints.

• Empowers employees to provide excellent customer
service.

• Observes service behaviors of employees and provides feedback
to individuals.

• Strives to improve service performance.

•
Provides immediate assistance to guests as requested.

• Ensures employees
understand customer service expectations and parameters.

• Participates
in the development and implementation of corrective action plans to improve
guest satisfaction.

Implementing Projects
and Policies

• Implements the customer recognition/service
program, communicating and ensuring the process.

• Ensures property
policies are administered fairly and consistently, disciplinary procedures
and documentation are completed according to Standard and Local Operating
Procedures (SOPs and LSOPS) and support the Peer Review Process.

•
Manages payroll administration.

Conducting Human
Resource Activities

• Identifies the developmental needs
of others and coaching, mentoring, or otherwise helping others to improve their
knowledge or skills.

• Provides guidance and direction to subordinates,
including setting performance standards and monitoring performance.

•
Participates in employee progressive discipline procedures.

• Uses all
available on the job training tools for employees.

• Solicits employee
feedback, utilizes an “open door” policy and reviews employee satisfaction
results to identify and address employee problems or concerns.

•
Supervises on-going training initiatives and conducts training when
appropriate.

• Participates in the employee performance appraisal
process, providing feedback as needed.

Additional
Responsibilities

• Provides information to supervisors,
co-workers, and subordinates by telephone, in written form, e-mail, or
in person.

• Analyzes information and evaluating results to choose
the best solution and solve problems.

• Informs and/or updates
the executives, the peers and the subordinates on relevant information in
a timely manner.

• Maintains high visibility in public areas during peak
times.

• Understands and can implement all emergency plans including
accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

•
Performs Front Desk duties in high demand times.