Lounge Consultant - On-Site - Capri

As an ambassador of GB Lounge added value services, the holder of the position is responsible for welcoming and engaging travellers, reaching exceptional standards of customer care excellence taking care of travellers throughout unique and exclusive customer experience.
He / she provides consistent and exceptional standard of customer service in keeping with the spirit of quality and excellence of Global Blue.
In addition he / she will also refund (cash & non cash) Global Blue Tax Free Cheques and assistance to travellers within the range of customs clearance.
The position is based in the stunning setting of Capri during the summer season (May–October). Please note that accommodation is not provided; however, a ferry reimbursement may be offered.
Main duties and responsibilities:
Customer care

Provide consistent and exceptional standard of customer service;
Go the “extra mile” to guarantee excellent customer experience to VIP customers;
Provide a warm welcome to the guests and lead them to their seats;
Provide full assistance: explain procedures, be proactive in answering questions, anticipate needs;
Mitigate conflicts with the travellers, contributing to the best customer satisfaction.

Commercial

Deliver quality and consistent service by identify customers’ needs and working on client relationships and promotional services;
Approach globe shoppers to understand their potential interests and needs, retain customer loyalty by giving appropriate and personalized advice on GB Merchant’s products;
Be creative in proposing the visit to the GB Merchant’s stores;
Contribute to the development of our business by identifying opportunities and being proactive;
Achieve Business Project goals while raising GB awareness;
Focus on results to fulfil Merchant’s expectations and pursue targets.

Refund

Refunding Global Blue Tax Free Cheques in compliance with the appropriate country rules or the guidelines given by Global Blue;
Perform the refund in the most correct and satisfactory way (quick and precisely);
Money handling and cash responsibility;
Support the tourist providing relative information.

Reporting and collaboration

Line Manager (Head of Lounges);

Background and Education

Retail or service industry experience;
Fluent in English (written & spoken) is a must;
Second Language is a plus;
Experience in cash handling;
Excellent interpersonal and communication skills, service orientation, passion, motivation for engagement of Globe Shoppers;
Ability to communicate and inspire;
Great customer service skills, problem solving and business sense;
Willing to work on shift;

Specific skills and competencies

Flexible and proactive;
Good organizational skills and independent working after given guidelines;
Good knowledge of MS Office products;
Dynamic, creative and keen to participate and enjoy team work.

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