Retail Associate

Celtic Manor Collection Job Description DEPARTMENT Retail POSITION Retail Associate GRADE Team Member REPORTS TO Retail Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW Ensure all customers are greeted in a polite and friendly manner.

Recommend items to customers who wish to make a purchase with the aim of optimising revenue and sales GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures.

Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required.

JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these.

Standards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements. Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members.

Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation.

Responsible for escalating any complaints to the Department Manager immediately, providing full details. Full uniform to be worn at all times in accordance to Resort grooming standards Familiarise and comply with all the established Retail procedures and the Resort’s policies. Maintains and motivates a personalised quality service in his/her section.

Has a full and up to date knowledge of Resort facilities, services and events. Actively seeks this information when necessary. Establishes and maintains effective and positive relationships with his / her own team as well as with other departments.

Ensures that resources are used effectively, minimising waste and recycling wherever possible to protect our environment and to reduce costs. Performs related duties and special assignments as and when required. Answers the Telephone promptly and courteously, using the standard greeting.

Attends to Guests’ queries and requests and reports to the Resort Retail Manager with any problems or complaints that require supervisory attention. Assist customers with purchases in a polite and courteous manner. Offer recommendations when possible.

Ensure that all working areas are kept clean and tidy at all times. Refresh display areas on a regular basis ensure display cabinets are dust free. Keep an accurate record of any Sale or Return items and pass this information onto the Resort Retail Manager.

Liaise with suppliers when instructed to do so by the Resort Retail Manager Assist in regular stock takes. Replenish stock on a regular basis, complete stores requisitions for the Resort Retail Manager to authorise Ensures the security procedures are followed in accordance to Departmental and Resort standards. Drops cashiering at the end of each shift and completes the relevant paperwork.

Have a good working knowledge of surrounding area, attractions and places of interest Attends regular department meetings and training programmes. Offers assistance to all customers and informs guest of all Resort facilities available to them during their stay. Ensures the Security procedures are followed in accordance to Departmental Standards Any new items delivered to the shops direct from suppliers must be placed in storage until the Resort Retail Manager has checked and approved the delivery.

Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty.

Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process.

Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.