Gift Shop Agent

Job Description

The Gift Shop Agent is responsible for ensuring guest satisfaction by providing attentive and professional service, contributing to an exceptional overall experience. As the first point of contact for many guests, the Gift Shop Agent plays a key role in shaping their impressions and is expected to perform all duties to the highest standards.

Key Responsibilities

• Welcome and assist guests promptly and efficiently, providing a friendly and professional service
• Ensure a smooth and enjoyable retail experience, offering product suggestions and assistance as needed
• Enhance the guest shopping experience to encourage repeat visits and generate business
• Attend training courses as required and support the Front Office team when needed
• Maintain high standards of store presentation, cleanliness, and visual merchandising
• Keep all areas organized and tidy at all times
• Accurately explain product features, benefits, and pricing to guests
• Ensure the store is fully stocked and displays are replenished regularly
• Assist other hotel departments as required to support overall operations

Skill & Experience

• Previous experience in a customer-focused industry, ideally in hospitality or retail
• Positive attitude, professional demeanor, and excellent communication skills
• Strong commitment to delivering high levels of customer service and guest satisfaction
• Excellent grooming standards and personal presentation
• Calm, organized, and efficient, with strong attention to detail
• Ability to multi-task effectively while maintaining a positive attitude when interacting with guests
• Professional approach with a strong emphasis on hospitality and guest service
• Ability to work independently as well as collaboratively within a team
• Competent level of IT proficiency for point-of-sale systems and general operations
• Previous experience in a hotel or hospitality retail shop
• Experience in Front Office, Concierge, or leisure/entertainment sectors
• Experience in conflict resolution and handling guest complaints professionally