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AP - Welcome Host Cum House Guide

The document outlines the responsibilities of a Welcome Host Cum House Guide, focusing on reception duties, customer experience, administrative tasks, and conducting AP House guided tours. Key tasks include managing client appointments, ensuring excellent customer service, capturing CRM data, and coordinating with retail staff and other departments. The role also involves mentoring tour guides and providing training to enhance service quality.

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36 views2 pages

AP - Welcome Host Cum House Guide

The document outlines the responsibilities of a Welcome Host Cum House Guide, focusing on reception duties, customer experience, administrative tasks, and conducting AP House guided tours. Key tasks include managing client appointments, ensuring excellent customer service, capturing CRM data, and coordinating with retail staff and other departments. The role also involves mentoring tour guides and providing training to enhance service quality.

Uploaded by

fooBatman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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AP – Welcome Host Cum House Guide

RESPONSIBILITIES
1. Reception
• In person:
o Screen Welcome customers and monitor access to boutique
o Inform retail sta of customer’s arrivals or cancellation of appointments
• Boutique generic public phone-line:
o Answer boutique calls in a timely manner (within 5 rings)
o Screen and forward phone calls to the necessary personnel (within the boutique)
• Boutique generic public email account:
o Assign emails from existing client to SA who is their follower
o Equitably assign emails from new client to an SA, in accordance to the language
needs of the client
o Reply to boutique’s emails for appointment requests and call backs, this includes
planning boutique team’s planned appointments, and walk in rostering.

2. Customer Experience
• To provide perfect customer service as the first point of contact to welcome
customers
• Connecting customers with retail sta based on the appointments arranged
• Serves customer by greeting and complete procedures when guests arrive and leave
(welcome material)
• To managed incoming visitor and phone tra ic e ectively and smoothly
• Ensure CRM data capture for all new clients’ arrival
• Ensure that the boutique front area is in perfect condition

3. Administrative
• Key contact person for managing client appointment for the boutique
• Update calendars and schedule meeting for retail sta
• Assist Boutique Manager in roster planning.
• Record the boutique tra ic data on daily basis and submit the report to relevant
managers
• Track welcome materials inventory (drink and beverages for customer) and inform
the person in charge for any replenishment required

4. AP House Guided Tours


• To schedule tours, welcoming clients with a warm, courteous and professional
manner.
• Provide AP House tours to clients, explaining to them the AP House Concept, the
historical facts of the premises and facilities available.
• To facilitate CRM data capture for all new clients’ arrivals
• Work closely with the Client Experience Manager to ensure high service standards
for visitors.
• Observe clients' needs throughout the experience to ensure they receive high-
quality service.
• Lead and mentor the Tour Guides, fostering a positive and collaborative work
environment.
• Monitor team performance and provide constructive feedback to team members.
• Provide training to team members to enhance their skills and service quality.
• Work closely with other leaders of the house to ensure seamless coordination and
communication across departments.
• Inform clients of the current theme or latest updates of the brand, and who will be
serving them to ensure a smooth hando to the assigned client-consultant.

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