JOB DETAIL

A. Team

     The AOM ensures all team members:

• Have a thorough understanding of the company’s expectations and standards regarding customer service
• Reach and maintain these high standards of customer care daily
• Are courteous and willing to help all customers always
• Respond to customer enquiries/ complaints quickly and calmly as per company procedure
• Are efficient and have an in-depth knowledge of the product in their department
• Dress in full uniform as per company guidelines, clean and tidy
• Are positioned in the shops to maximize service
• Manage brand ambassadors and promoters and ensure their understanding of standards and expectations
• Effect a smooth shift change procedure, minimizing disruption to customer service
• Have good timekeeping and attendance
• Are made aware of all promotional activity, special offers and new product listings

B. Shop

     The AOM ensures:

• The sales floor is clean and clear of obstacles always
• The gondolas are clean and dust free throughout
• Merchandise is clean and dust free and well presented
• All ticketing and promotional signage is correct and clearly displayed
• Any maintenance requirements are communicated immediately through correct channels
• Control the efficient opening and operational times of our satellite shops

C. Merchandise

    The AOM ensures

• All products are clean, in perfect condition and properly displayed
• Adequate stocks are on display
• Stock rotation rules are applied
• All ticketing and pricing are visible and complies with company policy
• All signage is clear, relevant, and attractive to the eye
• Promotional signage is highly visible and in the correct place
• Promotional gondolas are well stocked for maximum impact

D. Cash Register Responsibilities

     The AOM ensures:

• Adequate cash registers are operational always
• Cash registers are manned by fully trained and alert cashiers
• Correct signage is displayed at cash points always
• Security procedures are adhered to always
• Floats are issued in a safe and controlled manner and reach the cash desks in a safe and controlled manner
• Cashiers use the security measures available always, note checkers, CC approval checks etc
• Cashiers ask for the boarding passes at every transaction and enter destination correctly
• Cashiers regularly check register transactions for accuracy, product description, price etc
• POS cards are used by the named holder only and secure always
• Adequate change is available to all cash desks always
• Change is counted and agreed by both SM and Cashier
• Any breach of company rules or misuse of the cash register is reported to the SFM immediately
• Any malfunction of cash register or Verifone equipment is reported to IT immediately and logged in the daily report
• To record any missing flight information etc in the daily IT report
• Cash desk area is clean and clear always and well stocked with packing materials
• No personal belongings are kept at the cash desks

E. Stock Control Responsibilities

    The AOM ensures:

• All personnel are always alert to the possibility that goods “will” be stolen!
• Good staff coverage in their area always with customers being acknowledged
• All retail personnel check stock prices, shelf labels promotional signage etc to ensure accuracy.
• Security tags, seals etc are in place on all relevant stocks
• Security tags etc are removed safely at point of sale
• Regular checks are done on stocks with expiry dates reporting immediately any concerns
• Personnel handle all company stocks and assets carefully thereby avoiding damaged stocks
• All goods are received into the dept according to correct procedure and assist Merchandisers by carrying out spot checks on transfers
• No stocks are removed from the dept without the correct transfer paperwork
• Cashiers scan all goods into the register for every transaction
• Control over manually entering a PLU and ensures accuracy always

F. Personnel Responsibilities

• To create and maintain a positive team atmosphere geared to achieving sales goals
• To manage and motivate the team to maximum efficiency
• To constantly assess team members’ performance and give relevant feedback
• To understand team members strengths and weaknesses and identify best person for each task
• Communicate clearly to the team and delegate fairly throughout the team
• To always praise in public and discuss disciplinary issues in private
• To keep any disciplinary issues under control and in perspective
• To communicate immediately with SFM and personnel issues that cannot be resolved easily at team level
• To monitor grooming and personal hygiene standards and ensure the uniform is worn correctly always
• Assign breaks equally and fairly in line with the flight schedule
• Record all absence and lateness of team members in the daily HR report
• Monitor the leave balances of team members
• To partake in staff appraisals

G. Administration Responsibilities

• To ensure all documentation relating to issues within your team and dept are completed correctly and within the required timeframe as per company procedure. Leave forms, sickness forms etc

H. Management responsibilities

• To lead the team by example in all aspects of the job and personal appearance
• To attend and take an active part in all monthly retail meetings
• To be sales driven and competitive leading the team to achieve goals as set by the company
• To exercise highest level of confidentiality regarding company documentation, information, and statistics
• Develop and maintain positive working relationships and communications with team members, colleagues, and management
• To assess performance of yourself and make improvements where necessary. To communicate with RM any areas of concern or training requirements