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 Shanghai/Suzhou Village. The position holder will develop close relationships with Shanghai/Suzhou Village teams, with the purpose of growing sales, and maximizing the profitability of the Shanghai/Suzhou Village 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:
1. Work closely with the GE manager on all day to day activities;
2. Oversee the day to day running of the GWC, supervising staff and ensure a VIP hospitality service is maintained at all times.
3. Manage the staff role in partnership with the GE Manager;
4. To grow sales & profitability of Gift Card, Shopping Collection service Valet and B2B services;
5. Analyze our customer competitor requirements and positioning, create services to be competitive;
6. Interpret trends to facilitate planning a promotional calendar for all seasonal services;
7. Oversee staffing on a daily basis in partnership with the GE Manager;
8. Consistent monitoring of competitors so that SHV/SZV become leader in the service offering;
9. Effectively network in all departments across the business;
10. Work alongside the team on the floor to understand back to floor basics and improve processes;
11. Drive the retail product offer and KPI’s of all services;
Tourism
1. To provide effective and inspirational leadership for the Village Assistant Team, setting clear direction and providing feedback and support to enable great levels engagement, commitment & performance;
2. Support and meet Value Retail’s Tourism and Marketing objectives as defined and agreed in the annual promotional calendar;
3. Promote the Town center as a visitor destination and to enhance the local network by build relationships for the SHV/SZV with local businesses and stakeholders;
4. Promote local events, attractions and businesses;
5. Promote a Sustainable Tourism Program, including the widest possible use of public transport and other “green initiatives”;
6. Work with other Value Retail visitor center in Europe to exchange best practice initiatives and tourism opportunities;
7. Maintain a full and varied stock of Tourism and Marketing materials provided to visitors free of charge (leaflets and brochures)
Hospitality
1. Ensure that the BVSH/BVSZ Team offers standards of excellence in the welcome and customer care of all domestic and international visitors whilst complying with Value Retail and statutory training and support programs;
2. Create clear development plans for the team that deliver world class service and Hospitality;
3. Contribute in shaping and establishing critical Hospitality/Service/F&B service measures, ensuring that the team understands these standards and the part they play in delivering on these; Identify opportunities for the introduction of new services and communicate this through the appropriate channels.
Retail & Hospitality Services
1. Work closely with the Retail and Marketing team to effectively plan for all key trading events and peak periods, including all key tourism and retail calendar events, such as National Holiday & Christmas, Chinese New Year etc.;
2. Ensure that the store is fully compliant with all legal Trading Standards obligations and Health & Safety legislation;
3. Monitor retail sales and profit targets, delivering action plans to maximize performance;
4. Manage and monitor KPI performance of Gift card, SCS (Shopping Collection Service) and online promotions through close review, timely reporting and follow up;
5. Support the operation of Valet parking and Valet carwash;
6. Weekly communication to the team of sales and KPI’s, to ensure that all staff understands their role in delivering them;
7. Maximize the margin performance through driving and making commercial decisions based on product knowledge, bestsellers performance and optimizing the Hospitality experience for all visitors to the SHV/SZV; supervise and drive the implementation of tourist services, such as hotel reservations;
8. Ensure security standards are met and adhered to at all time;
9. Ensure the department is fit to audit and provide an auditable trail facility.
Industry Insights
1. Review competitor activity and provides regular feedback to the business;
2. Build develop and maintain relationships with B2B partners and internal cross function departments (eg: Marketing, Operations, Community Relations and Tourism).
People Management
1. Consistently manage and review the performance & development of the team with the SZGWC Manager;
2. Actively promote, recognize and reward great performance
SKILLS, EXPERIENCE & 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)
