Job Description:

The Hotel Chocolat Sales Associate is responsible for ensuring that customers are welcomed into stores and provided with excellent service, making sure that our stores inclusive of all elements of Retail, Food & Beverage are well presented according to our Retail Excellence guidelines. To accomplish Hotel Chocolat's mission of 'Making People Happy Through Chocolate'

Product knowledge is vital to the brand image.

JOB ROLE AND RESPONSIBILITIES

Customer service Experience - Responsible for providing excellent customer experiences through delivery of our experience programme, Phoenix, which will include welcoming customers, exploring the customer needs and being available to answer any questions or provide any support they may need, to deliver an excellent customer journey in our stores through retail and café, whilst Optimise sales through effective customer experience and selling techniques.

Brand - Be a Brand Ambassadors and you will share and develop your retail and cocoa knowledge to give all our customers a consistent customer experience.

Product knowledge - Responsible for learning our range of products including the variety of products and categories we sell, how we grow cocoa and manufacture our products, allergens and our commitments to sustainability and ethics. Will also be running tasting sessions and demonstrations for customers of products.

Stock - Working with the team on receiving deliveries, adhering to H&S guidelines, and ensuring stock is safely secured in stockroom areas. On the shop floor, responsible for ensuring stock is presented appropriately according to guidelines, kept clean and tidy and best before dates are adhered.

Café - In stores with café facilities, preparing hot and cold drinks, ice creams and Food offering according to guidelines adhering to the allergens, quality, and health and safety standards and following the process outlined to make the products. Serving customers food with the relevant cutlery and presentation.

Operations - Ensure Health & Safety compliance through effective Daily Operations. Maintain outstanding hygiene & cleanliness standards throughout the store. Maintain all aspects of store security in accordance with company policies & procedures (example: Cash, Stock, IT, Buildings, H&S). In the absence of the Store Manager and Assistant manager, be responsible for the opening and closing procedures for the store & all business requirements whilst holding the store and Keys.

SKILLS AND EXPERIENCE

We don't have any essential requirements, but we do have a few areas we'll look for in during the recruitment process.

Customer service - previous experience of working in customer service is not essential. A positive attitude and desire to work in a customer facing environment are of greater importance.

Teamwork - can demonstrate previous experience of working as part of a team to achieve a shared goal or target. Understands that working in retail means being flexible to support colleagues and workload according to needs.

Merchandising skills - Able to identify product types and use guidelines to ensure displays are well presented and stocked according to specifications, seasonal promotions, and special offers.

Communication - asks relevant questions to ensure they are listening carefully to customers individual needs and reacting accordingly. Adapting their style to different customer types. Communicates openly and honestly with respect and clarity with colleagues and manager.

Product knowledge - able to learn about a diverse range of products but also able to understand the background to those products- how they're grown and produced as well as a passion for cocoa, and a strong desire to learn about people's differing tastes and any relevant allergens. Always ready to learn about new products and innovations as they are introduced.

VALUES AND BEHAVIOURS

Our values: Authenticity, Originality and Ethics shape and guide everything we do, they are a core part of our business and what it means to be part of Hotel Chocolat.

Our People Pledge is that all employees should be treated with fairness, equality, and grace - be brave and be kind.

Our Ingredients for Success are the things you need to demonstrate in your role, the skills, and behaviors that when added together ensure that you are at your best.

I AM ME:

• I use my initiative to get things done.


• I take ownership of my development, with the support of my Line Manager.


• I treat everyone with respect and call out behavior that goes against this when I see it.

I AM INSPIRATIONAL:

• I listen carefully to all colleagues and customers.


• I have a passion for what we do at HC and I am an ambassador for the brand.

I AM A TEAM PLAYER:

• I build good working relationships with colleagues and am comfortable working with new people.


• I understand that wellbeing is a priority and know where and how to seek support.

I AM COMMERCIAL:

• I consider the HC values when making decisions.


• I think of ways to make my customers lives better or easier.

I AM BRAVE. I AM KIND.

• I deliver what I say I will, taking accountability and ownership for my actions

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.