Role Objective
Delivering an Exceptional Customer relation Experience and Strengthening Client Relationships
To deliver a consistently exceptional, personalized, and professional guest experience, ensuring that every interaction reflects the Group’s standards of service, hospitality, and brand excellence.
This role combines guest relations, customer service, relationship management, communication, problem-solving, and service excellence, with a strong focus on creating memorable experiences, strengthening client loyalty, and protecting the Group’s reputation and brand image.
Key Responsibilities
- Client Reception & Engagement: Welcome and engage customers with warmth, confidence, and professionalism, creating a sophisticated and personalized first impression aligned with luxury brand standards.
- Client Relationship Management: Build and nurture strong, long-term relationships with clients by developing a deep understanding of their preferences, expectations, purchase history, and individual needs.
- End-to-End Client Experience: Deliver a seamless and personalized customer journey from initial greeting and consultation through product selection, transaction completion, payment, and post-purchase follow-up.
- Personalized Clientele: Anticipate client needs and provide tailored recommendations, product guidance, and personalized solutions based on individual preferences, lifestyle, and purchasing behaviour.
- Exceptional Customer Service: Provide attentive, discreet, and highly personalized service at every touchpoint, ensuring each interaction reflects the brand's luxury positioning and commitment to excellence.
- Client Assistance: Respond promptly and professionally to customer inquiries, requests, special requirements, and after-sales needs, ensuring a smooth and effortless experience.
- VIP & High-Value Client Management: Develop and maintain relationships with VIP, high-value, and high-profile clients, providing discreet and personalized attention in line with their expectations and preferences.
- Client Concern & Service Recovery: Take ownership of customer concerns, complaints, and challenging situations, resolving issues with professionalism, empathy, discretion, and a strong focus on client satisfaction and retention.
- Luxury Brand Communication: Communicate with clients in a polished, confident, and personalized manner across face-to-face, telephone, email, and digital channels.
- Cross-Functional Coordination: Collaborate with sales, management, operations, after-sales, logistics, and other internal teams to ensure client requests and expectations are fulfilled seamlessly.
- Client Data & Preferences: Maintain accurate and confidential client profiles, including preferences, purchase history, requests, feedback, and interactions, to support personalized relationship management and future engagement.
- Client Follow-Up & Retention: Conduct thoughtful post-purchase follow-ups and maintain ongoing communication with clients to strengthen relationships, encourage loyalty, and create opportunities for continued engagement.
- Client Feedback & Insights: Gather and communicate client feedback, identifying trends, expectations, and opportunities to enhance the overall customer experience and strengthen client relationships.
- Clienteling & Commercial Opportunities: Identify relevant opportunities for cross-selling, upselling, private appointments, exclusive services, new collections, and personalized offerings based on each client's profile and preferences.
- Exclusive & Personalized Experiences: Support the organization of private appointments, exclusive previews, launches, client events, personalized consultations, and other high-value customer experiences.
- Proactive Relationship Management: Anticipate client expectations and potential service issues, taking proactive action to ensure a seamless and elevated customer journey.
- Brand & Service Standards: Consistently uphold luxury brand values, client service standards, operational procedures, and presentation guidelines across every customer interaction.
- Confidentiality & Discretion: Handle client information, purchasing behaviour, personal preferences, and sensitive matters with the highest level of discretion and confidentiality.
- Client Reporting & CRM: Maintain accurate CRM records and provide relevant reports and updates regarding client interactions, sales opportunities, feedback, requests, and service-related matters.
- Continuous Improvement: Identify opportunities to enhance clientele practices, customer experience processes, relationship management, and overall service efficiency while contributing to a culture of continuous excellence.
Qualifications
- 2–4 years of experience in Guest Relations, Luxury Hospitality, Customer Experience, Front Office, Concierge, or a similar client-facing role.
- Experience within a luxury hospitality, retail, real estate, lifestyle, aviation, or premium service environment is preferred.
- Excellent verbal and written communication skills in English; Russian is an advantage.
- Additional languages are highly valued, particularly for an international clientele.
- Professional, polished, presentable, and confident personality.
- Strong ability to interact with high-profile, VIP, and international clients.
- Ability to remain calm, composed, and solution-oriented in challenging situations.
- Strong attention to detail and ability to anticipate guest needs.
- Proficiency in Microsoft Office and relevant CRM or guest management systems.
- High level of discretion, integrity, and confidentiality.
- Flexible and adaptable, with the ability to work in a fast-paced, multicultural environment.
- Willingness to work flexible schedules, including weekends or public holidays when required.
Working Hours
- Work Schedule: Monday to Saturday | 10:00 AM – 7:00 PM
Salary
- Gross Salary : AED 10,000
