Hospitality Manager

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

Hospitality performance, Clienteling & Sales Achievement

• Achieve clienteling & sales results, monitor KPIs, and help to maximize profits of HK Boutiques through engaging client experiences and the team using programs and techniques set out by the brand.
• Support high-end ticket objectives by reaching targets.
• Contribute to the sales of exceptional timepieces (Les Cabinotiers, high end masterline references)
• Propose, define, monitor, and guarantee the implementation of dynamic client experiences and action plans to achieve Maison and local sales targets.
• Maintain a regular benchmark in the city to control your market share and define new business opportunities and good practices to be implemented.
• Develop partnerships with third parties (affinity partners, hotels, restaurants, business introducers, mall managers) with clear goals and guidelines.
• Manage the daily operations of the hospitality space, including overseeing exhibitions visits, F&B operations, inventory management, maintenance, and cleanliness.
• Ensure that our hospitality space is well maintained and in good condition to welcome clients anytime including but not limited to watchmaking PLV, floral, music, stock, etc.
• Work hand in hand with HKMO Sales & Marketing teams to control expenses within budget guidelines.

Customer Service / Customer Relation Management

• Entertain, engage with and develop local clientele for Vacheron Constantin HK Boutiques.
• Having a deep understanding of Vacheron Constantin client’s profiles (locals and tourists).
• Communicate with passion about the Maison, demonstrating an extensive knowledge of values, codes and history, and strong capacity to tell a story that will resonate with the customer. 
• Maintain consistent, uncompromising high standards of customer experience, service and Customer Relation Management.
• Provide personalized and attentive service to all clients, ensuring their needs are met and exceeded.
• Develop local VICs network cultivating strong clients’ relationships and leveraging Maison hospitality strategy.
• Identify existing and future VICs, propose and align action plans to grow loyalty.
• Evaluate sleeping VICs with CRM and Boutiques teams in order to re-activate them.

Events Initiation, Management, and Representation

• Strongly contribute to grow Brand’s reputation and desirability in local networks.
• Initiate and participate in regular client & PR events at the hospitality space with existing and new clienteles.
• Support Boutiques teams on VICs’ proposal, sales' presentation, clienteling & Hospitality activities.
• Be proactive and assist in planning and execution of marketing activities.
• Coach, train, motivate and lead by example with high standards of grooming, customer engagement and high degree of professionalism.

ABOUT YOU :

• You have minimum 7 years of strong experience in Luxury Hospitality and/or Retail management
• Ideally with successful experience in Boutique management
• You hold a Bachelor degree or equivalent
• You have experience or strong interest in the watchmaking market
• You demonstrate solid interpersonal, project management, creativity skills and problem solving
• You are entrepreneur, natural leader with a strong empathetic and energetic communication style
• You have the ability to be ‘hands on’
• You are client oriented and eager to be on the field, interacting with clients and partners
• You are fluent in English and Cantonese, Mandarin and French a plus.

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