Retail Assistant

PURPOSE OF JOB : Providing engaging, sincere, personalized service, turning moments into memories for our guests. To maximize golf group revenue and profit through pro-active selling techniques and referral of all elements attached to the golfer’s experience. To provide upsell all golf elements and food outlets to incoming groups. Work pro-actively within the Events Department for overnight golf and corporate groups and be point of contact throughout their event dates onsite. Be a proud ambassador for Mount Juliet Estate as Golf Sales and Operations, where the warm and efficient service you offer our guests makes them feel welcome at booking, check-in, during their event with us as well as valued at check-out.

RESPONSIBLE TO : Director of Golf

Main Duties:

· To have full and up to date knowledge of the Golf Course and services.

· To ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller’s needs using a client orientated approach.

· To process the booking of all Society and Day Corporate Groups on BRS and Opera where applicable for tee times and F&B requirements

· To actively participate in maximising revenue through up-selling of all elements that maybe of interest to the golfer

· To handle no-shows and cancellations efficiently under company guidelines

· To handle all enquiries promptly, ensuring the customer receives a friendly, professional and efficient response that accurately meets their needs.

· Helps encourage customer loyalty by building friendly, personalised relationships

· Ensure that administrative procedures do not take precedence over guest relations

· Anticipates guests' needs and takes them into consideration pre and during their day

· Handle any guest complaints and/or remarks; will pass information to relevant channel through Line Manager

· Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures

· Informs all groups about any particular conditions on the course ahead of their visit or formalities during the stay, and about the services offered by the hotel if staying with us

· Handles all incoming external and internal phone calls on direct line aswell as assist on Golf shop calls and supporting the retail staff in the shop

· Relay information on as necessary to other departments (floor staff, technical etc) and to other members of the team to ensure a smooth event

· To maximize selling opportunities by adding customer value at every opportunity.

· To pro-actively seek feedback, taking action on comments raised in order to ensure that we maintain and build long-term customer partnerships.

· To handle complaints promptly and professionally, demonstrating genuine care and concern under the supervision of the Director of Golf

· To ensure that the hotel is communicated to on a daily basis in regards to V.I.P’s and large group outings

· To maintain departmental brand standards.

· To ensure security of all property and stocks when closing up the area

· To maintain the cleanliness and hygiene of the department, its fixtures, fittings and equipment. To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene

· To handle all reservations through different channels (via email/ fax/telephone/ website) efficiently.

· To liaise with the Management and team in order to ensure the smooth operation of Revenue processes and functions within the Golf Department

· To prepare, update and file all correspondence relating to group business and corporate day events.

· To maintain an effective mechanism for following up provisional business enquiries

· To be actively motivated in sales projects, including tourism shows/markets

· To take responsibility for all special event co-ordination, i.e. Golf Open Days / Jack Nicklaus Event / Open Singles

· To carry out any ad-hoc or supplementary duties in and around the golf shop for cover periods

· Cover Golf Shifts where required

· Pro Active Sales calls to promote to various companies past and present to initiate future business opportunities for events

· Setting up of Golf Open Days and Rates in line with Director of Golf through BRS

· Weekly Reports to Events Manager of enquiry, conversion and lost enquires for society and day groups

· Pro-Actively work as part of the Events Team for large enquiries, overnight groups and corporate bookings and up to date knowledge of events

· Prepare Contracts and deposit schedules for groups along with billing on completion of their day

· Prepare Function sheets on Opera for all golf groups and have all information accurate and ready for inclusion of weekly function sheets distribution

General

• To have thorough knowledge of Company policies and procedure as detailed in the Employee Handbook.
• To report on duty punctually.
• To wear clean, relevant uniform including safety shoes (if applicable) and name badge at all times.
• To ensure a high standard of personal hygiene and grooming.
• To participate in any training & personnel exercises designed to improve your standards and performance.
• To comply with equal opportunities and other Human Resources policies in order to maintain a positive working environment for you and your colleagues.
• To participate in regular performance and personal development reviews.
• To attend and have input in any staff meetings and events.
• To willingly carry out reasonable requests, which could not be the normal day-to-day requirement made by your manager/supervisor.
• To work according to your scheduled roster based on business levels.
• To actively participate in all training and personnel exercises designed to improve standards and performance levels.
• To embrace and accept the introduction of improved practices and new technology and the many benefits it brings.

Health & Safety

• To fulfil your obligations under the Safety, Health and Welfare at Work Act 2005 and any revisions or additional legislation made thereto.
• To ensure that reasonable care is taken for Health & Safety of you, other employees, guests and any other persons on the premises
• To keep work area tidy and safe and report any hazard, accident, loss or damage to management
• To take care of all equipment and to prevent breakages.
• Maintain responsibility for master keys in her or his possession at all times.
• To play an active role in the Daily up- keeping (maintenance) of the public areas, i.e. Lighting, General Housekeeping and up- keeping of equipment.
• To be aware of trained first-aid personnel on the premises and the location of the first aid box.
• To observe all safety rules and procedures, including those laid down in the Health & Safety Statement for your place of work and in training provided.
• To participate in fire and accident/any other safety drills as directed by the Hotel safety officer and/or your Head of Department.
• To inform Management immediately in the event that you are personally involved in any accident or incident on the hotel grounds or if you are witness to an accident or incident involving a third party, e.g. colleague, guest or visiting agent.

Note:

* The above is not intended to be an exhaustive list and you will be expected to comply with any reasonable requests or duties directed by management.

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