AP House Host

Audemars Piguet (Hong Kong) Limited; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

Audemars Piguet (Hong Kong) Limited is seeking a Customer Experience and Service specialist to welcome visitors, guide tours of the Boutique/AP House, present menus, and assist with appointment bookings and F&B support.

You will manage CRM data, coordinate with client consultants, plan in-store events to recruit VIP clients, and ensure high-quality service across all client interactions.

Job description

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 contact

Provide Boutique/ AP House tours to clients, explaining to them the concept and facilities available

Lead them to assigned area; present food and beverage menus

Inform 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-consultant

Answer incoming calls of general line, screen, redirect calls and take messages to appropriate persons

Tend to special client needs and requests

Observe clients' needs throughout the previous experience to ensure they receive high-quality service

Responding to guests enquiries in an efficient, courteous and professional manner

Help external F&B staff by setting and clearing tables; replenishing water; serving beverages

Assist 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 necessary

Use CRM tool to collect customer data

Assist the salesperson to build and develop the client base

Plan and coordinate in store events in order to maintain and recruit VIP clients

Develop new sources of clientele, in-store events and programs with internal team to ensure on-going clientele interest and participation

Support the execution of various CRM programs by coordinating with internal / external clients on marketing communicationsand end-to end operation logistics

Data cleansing and perform administrative duties including customer databasemaintenance

Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

Provide support to special events and meetings held in the Boutique/AP House and arrange catering when necessary

Tidy up meeting area when the F&B support is away from the Boutique/AP House

Support the Boutique/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 events

Perform 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)

Number of appointments

Acquisition of potential client data