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About the Role

Support the Residence Manager in maintaining and managing the overall operations and service quality of the residence, including acting as a proxy during their absence. Maximize the use of the residence space to propose and provide seasonal and personalized experiences for individual clients. Lead the team, guide and train staff, and manage operational processes. Lead the planning and execution of various events held in the residence floor to promote the brand's values and drive sales of high-end products. Provide supreme hospitality aimed at maintaining and building long-term trust with special clients.

Responsibilities

Provide consistently high standards of personal service to special clients visiting the residence.
Train and provide feedback to staff (several people) to improve the overall service level and smooth operation of the team.
Understand clients' preferences, lifestyles, and special occasions to propose tailored experiences.
Oversee salon reservation management and respond quickly and flexibly to special requests (catering arrangements, private services, etc.), providing appropriate instructions to staff.
Respond sincerely and promptly to customer feedback and requests to further enhance customer engagement.
Analyze customer satisfaction indicators and comments such as CB (Customer Barometer) and, together with the Residence Manager, plan and execute more personalized service improvement measures (PDCA).
Maintain the sophisticated atmosphere of the residence floor and lead the spatial design according to seasons and hospitality themes.
Plan and manage the execution of private events held on the floor to maximize the appeal of high-end products.
Collaborate and negotiate closely with partner vendors (hotel F&B, catering, etc.) to direct the overall hospitality on site.
Promote the brand's values and contribute to the sales of high-end products through events and spatial experiences.

Requirements

Experience in customer service/sales or concierge services for special clients in the retail or luxury industry.
Experience in customer service in the hotel or airline industry.
Experience in leading and developing a team, or managing a store/floor.
Experience in management in the F&B (restaurant) department of hotels, with deep knowledge of wine and service is a plus.
Ability to build deep relationships with customers, with excellent attention to detail and listening skills.
Interest in proactively proposing ideas for events and producing spaces.
Ability to provide appropriate instructions to on-site staff (hotel staff, etc.) and involve others in direction.
Ability to embody high hospitality spirit and lead the team while valuing teamwork.
Smooth communication skills in English (level capable of conversing with special clients and negotiating with partners).

Skills

Customer service
Team management
Event planning
Spatial design
Hospitality
Sales
Luxury sales
Concierge services
Wine knowledge
English communication

Location

Japan

Work Type

Full-time

Experience Level

Management experience
Experience in retail, luxury, hotel, or airline industries

About the Company

Richemont is one of the world leaders in the luxury sector, with various Houses specializing in jewelry, watches, and high-end accessories.
Each Maison proudly embodies a tradition of style, quality, and craftsmanship.
Richemont strives to preserve the heritage and identity specific to each of its Houses.
The company is committed to innovating and designing new products in line with the values of its Houses through permanent creativity.