Job Description

Job Title: Rolex Concierge

Reports To: Assistant Store Manager

Location: Manhattan Beach

FLSA Status: Hourly

Work Type:

On-Site

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.

Overview:

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.

Key Responsibilities

Client Experience & Hospitality

• Greeting clients warmly, offering personalized service from the moment they enter the store.
• 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 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.

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.

Compensation

$22/Hour + Commission

EEO statement

The 1916 Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.