Guest Services Coordinator

4 weeks ago

New York, New York, United States Ralph Lauren Full time
Company Description
Ralph Lauren Corporation (

NYSE:
RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality.

For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets.

The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all.


We foster a culture of inclusion through:
Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

The Hospitality Support Associate ensures that exceptional luxury service standards, product/brand expertise, and hospitality are consistently communicated to all customers through all customer contact points, including in-person and over the telephone.

The Client Services Associate will also be responsible for hospitality services as it relates to in-store client experience and be responsible for supporting the achievement of minimum monthly sales goals.

Essential Duties & Responsibilities

  • Ensure clients receive the highest level of quality service in all points of contact: in the store, over the phone, and via electronic communication
  • Bring to life a luxury shopping environment by delivering our services as needed. Execute in-house hospitality experiences, transportation service, concierge, product request fulfillments, and more as may be required to ensure superior client experiences
  • Assist and support the preparation and facilitation of marketing events as needed for the Avenue
  • Support the other selling, service and operations teams in the store as they deliver on the customer experience and brand promise

DOR:
Guest Kitchen

  • Own the client experience for all hospitality needs within the store, including the service of food and beverage services to clients as they shop with the selling teams
  • Support the development of meaningful and profitable relationships with internal and external clients through the execution of hospitality needs provided in the Guest Kitchen
  • Take ownership in maintaining an effective and pristine Guest Kitchen environment, exhibiting strong attention to detail in service presentation and cleanliness standards
  • Becomes an expert on service, in both personal and hospitality product presentation, following the brand guidelines and taking pride in ensuring the highest level of experience at all times.
  • Support the Hospitality Team in ensuring effective organization of team resources, partnering with the Supervisor and Manger on needs and process improvements that directly support an enhanced experience for the store teams and clients.
  • Actively participate in team initiatives, supporting across Hospitality functions when needed

DOR:
Telephone Sales & Service

  • Develop meaningful and profitable relationships with internal and external clients over the phone
  • Facilitates sales via phone calls or electronic communication when appropriate or connects the client to the appropriate sales professional to take over the sale
  • Becomes an expert on product in store to relay product knowledge and availability to clients via phone or electronic communication
  • Ensure clients in store and remotely receive the highest level of quality service
  • Facilitates customers' shopping experience through various services (assisting as needed, transportation service, concierge, etc.)
  • Act as initial contact for sales, service, or operational problem consultation and resolution providing feedback to management where necessary
  • Support corporate and store-to-store product requests ensuring effective documentation and tracking
  • Establish innovative practices to enhance behaviors that exceed the service and product request expectations of internal and external customers
  • Assist with celebrity dressing and other marketing/PR requests
  • Service Collection/PL concierge inquiries
  • Facilitate phone inquiries pertaining to all print and media advertisement taking all reserves including Made To Order
  • Be the point person of information and facilitation of telephone inquiries for exclusive product inquiries
  • Track editorial product sales and provide feedback to Store Director
  • Assist and support the preparation and facilitation of marketing events as needed for the Avenue
Experience, Skills & Knowledge

  • 1-3 years of prior relevant work experience
  • Computer skills: Word, Excel, PowerPoint, and Outlook
  • Well-developed written and verbal communication skills
  • Excellent interpersonal skills with the ability to build and maintain strong working relationships
  • Takes pride in personal presentation and attention to detail
  • Strong organizational skills and ability to multi-task
  • Ability to multi-task, work in high pressure environment
  • Self starter/proactive mindset

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