ROLE SUMMARY:
This is a senior role, which supervises the daily operation of a customer facing information and retail services business, which benefits from 10% of the total footfall to BVSH&BVSZ.
The position holder will develop close relationships with Shanghai/Suzhou Village teams, with the purpose of growing sales, and maximizing the profitability of theBVSH&BVSZ through the Retail offer and supporting services.
Key interaction will be required with the Retail, Marketing/Tourism Teams, as well as the Community Relations Director to gather background knowledge, support & develop new initiatives, whilst also actively influencing positive business decisions.
The successful role holder should model outstanding leadership, excellence in customer service, F&B services, exemplary Retail Store Standards, as well as high levels of team engagement & performance.
KEY RESPONSIBILITIES:
Work closely with the The Apartment manager on all day to day activities;
Oversee the day to day running of the The Apartment, supervising staff and ensure a VIP hospitality service is maintained at all times;
Manage the staff role in partnership with the The Apartment Manager;
To grow sales & profitability of Gift Card, Shopping Collection service Valet and B2B services;
Analyze our customer competitor requirements and positioning, create services to be competitive;
Interpret trends to facilitate planning a promotional calendar for all seasonal services;
Oversee staffing on a daily basis in partnership with the The Apartment Manager;
Consistent monitoring of competitors so that BVSH/BVSZ become leader in the service offering;
Effectively network in all departments across the business;
Work alongside the team on the floor to understand back-to-floor basics and improve processes;
Drive the retail product offer and KPI’s of all services
SKILLS & QUALIFICATIONS REQUIRED:
1. Proven track record of operating as a successful Tourism / Hospitality Manager
2. Strong hospitality/customer care skills
3. Career defined by a Tourism & Hospitality background
4. Strong F&B experience is a plus
5. Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights
6. Transformational leader, fully conversant in the change process and an inspiring presence
7. Experience of sales in a Tourism/Retail setting, with the ability to motivate and drive the sales team
8. Tourism background particularly on the strategy and execution of the SZV operation
9. Demonstrable track record of effective people management
10. Ability to plan, prioritize effectively
11. Able to work individually or as part of a team
12. Operates both operationally and strategically, as required
13. Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence
14. Exemplary critical thinking skills and solution orientated
15. Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment
16. Flexibility in terms of working hours & pattern (including weekends and Bank Holidays
17. Interest in and knowledge of the local area
18. Experience in a premium environment or market leading tourism destination
19. Intuitively understands the importance of excellence of customer experience/hospitality.
20. Easily collaborates across multi-functional teams, internally and externally
21. Manages effectively across primary internal linkages, such as, Community Relations Tourism Retail, Marketing
22. Act as an ambassador for Value Retail
23. Strong cultural awareness
24. Fluent in English and local Village language - other European languages advantageous
25. Computer literate and fully competent in preparing regular reporting (statistical & financial)
