Key Accountabilities主要职责:

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

除遵守连卡佛的政策和程序外，主要职责包括但不限于：

Customer Service客户服务

To maintain the highest standards of personal grooming, courtesy, mannerism, positive attitude and overall presentation at all times
在个人的仪容仪表、礼仪礼节、言谈举止、积极态度、总体展现上，始终坚持最高标准

To well understand the skills of Concierge daily work

掌握所有礼宾部门的日常工作流程

To communicate with customers and exchange name card, understand preferences of customers and create personal files.

抓住机会与客人沟通，交换名片，了解客人的需求、喜好和特殊要求、对公司的建议和意见，并建立顾客档案

To effectively solve all problems of customers, handle customer complaint, provide timely communication and data input.

有效解决客人的问题和投诉，及时沟通汇报，并录入资料。

To cooperate with other BUs during peak operation period.

在高峰运营时期，积极补位，与其他部门合作无间。

To reply mails regarding appreciations and complaints, input relevant processing opinions

拜访、回复填写“总经理密函”的客人，致谢、反馈相关解决方案，并将所提及意见录入到客史资料中。

To actively encourage repeat business by building relationships with all customers who have exchanged name card

定期回访已交换名片的客人，争取更多客人回店消费的机会

To focus on city information and share with guests or team members.

对城市动态敏感，及时了解和分享给客人及团队成员

To spread culture of Lane Crawford and build professional image to all.

帮助传播公司文化，树立良好的企业形象于社会

Information Technology信息系统

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

To understand, communicate and promote the full range of concierge services to the customer
了解整套礼宾服务，与顾客交流时进行传达、推介

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
针对顾客的反馈、要求和评价，酌情与连卡佛其他部门进行沟通，确保即时跟进所有要求

To provide information on the latest trends, marketing, promotions and service offerings to all customers
为所有顾客提供有关最新趋势、市场营销、促销活动和服务内容的信息

To communicate and collaborate with other departments effectively within the store level and head office to fulfill specific task requirements
与其他店铺部门及总部有效沟通、协作，按照要求完成特定任务

Company Culture and Values企业文化与价值

To fully engage and live by the Lane Crawford Vision, Passion, Learning and Collaboration (PLC) Values, Leadership Code and deliver our Customer Service Promise at all times

充分实践连卡佛愿景，热情，学习，协作的价值观以及领袖守则，并时刻传递客户服务承诺

To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives

与同事建立协作关系确保达成公司业务计划，部门及个人目标

To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity

强化连卡佛传承，品牌基因及文化-通过抓住每个机会分享故事及成功经验

上班地址：锦江区红星路3段1号国际金融中心L302-303及L401号铺