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Rolex Concierge – Job Description

Location: Christiana Mall, Delaware

Reports To: Store Management

Position: Rolex Concierge

Department: Retail
| Rolex

About Us:

The 1916 Company is a premier luxury watch and fine jewelry retailer with showrooms and boutiques across the US, Collector's Lounges in major domestic and international markets, and four international offices - with 25 locations in total. We are committed to delivering exceptional client experiences and building teams of extraordinary individuals who share our passion for excellence and the world's finest timepieces and jewelry.

Job Summary:

The Concierge serves as the first point of contact for clients, setting the tone for an exceptional luxury shopping experience with The 1916 Company. This individual is responsible for creating a warm and welcoming environment, assisting with greeting and meeting the needs of clients, and providing seamless service throughout their visit. The Concierge will anticipate client expectations, coordinate personalized experiences, and support the sales team in delivering an elevated level of hospitality and exclusivity.

Objectives:

The objective of the Concierge is to deliver exceptional client support and foster lasting relationships. This role plays a critical part in enhancing overall customer satisfaction.

Key Responsibilities

Client Experience & Hospitality

• Greeting clients warmly, offering personalized service from the moment they enter the store.
• Assisting in the management of foot traffic flow and matching clients with available advisors.
• Provide hospitality, including offering refreshments and ensuring client comfort.
• Maintain a polished, professional presence that reflects the store’s luxury standards.
• Assist in coordinating in-store experiences, private appointments, special deliveries, and special events.

Client Support & Assistance

• Facilitate smooth transitions between different touchpoints of the client’s journey in-store.
• Attending to the phone, answering calls, fielding questions, taking messages, and seeing that calls and messages are directed to the appropriate person.
• Provide basic product knowledge and brand information, directing inquiries to appropriate Client Advisors.
• Provide support in service, welcoming clients, taking information (when needed), offering pickups, and cleaning (given proper training).
• Assist with store tours and navigation, ensuring clients receive undivided attention and personalized service.
• Support in managing appointments, reservations, and client requests efficiently.

Personalized Service & Relationship Building

• Learn and remember Client IQ and preferences to contribute to a more tailored experience.
• Handle special client requests, such as securing a private viewing area or arranging gift wrapping and delivery services.

Store Operations & Support

• Maintain the appearance of the Rolex space, ensuring it is immaculate, inviting, and meets the Swiss Eye standards.
• Coordinate with the leadership and back-office teams to enhance client experience.
• Assist with administrative tasks such as scheduling, registry updates, and appointment follow-up when needed.
• Restock refrigerators and other hospitality supplies throughout the store.
• Check appearance of spaces, cleaning up flowers, outside of cases, drink and hospitality areas, and giving attention to any other areas as needed.

Qualifications & Skills

• Experience: Minimum 2-3 years in luxury retail, hospitality, or a client-facing role.
• Communication: Exceptional verbal and written communication skills with a polished and professional demeanor.
• Client-Centric Mindset: Passion for delivering personalized service and creating memorable experiences.
• Problem-Solving: Ability to anticipate and address client needs with discretion and efficiency.
• Organization & Multitasking: Strong ability to manage multiple tasks while maintaining a high level of service.
• Technology: Proficiency in CRM systems, appointment scheduling tools, and basic office software.
• Luxury Aesthetic: Understanding of luxury brand culture, etiquette, and service expectations.

Core Competencies

• Hospitality & Warmth: Ability to make every client feel valued and welcome.
• Attention to Detail: Ensuring every aspect of the store environment and client experience is flawless.
• Discretion & Professionalism: Handling VIP and high-profile clients with the utmost confidentiality and care.
• Team Collaboration: Working seamlessly with Client Advisors, Managers, and support teams.
• Adaptability: Ability to adjust to dynamic client needs and in-store experiences.

Performance Metrics

• Client satisfaction, reviews, and mystery shop scores.
• Efficiency in managing appointments and store flow.
• Contribution to enhanced client relationships and repeat visits.
• Coordination and execution of special client experiences.

The Concierge is an integral part of the luxury retail experience, ensuring each client interaction is seamless, elegant, and memorable. By embodying hospitality, discretion, and service excellence, this role enhances the prestige of the store and fosters deep client relationships.