FRONT OFFICE MANAGEMENT

TRAINER: FAIZAL AYOB

 Time Topic
10.00am-
10.30am Upskilling and Reskilling for Today’s
Workforce
10.30 am - How to create a skill strategy
11.15 am

11.15 am - Break
11.30 am
11.30 am - How to Respond to the Future of Work
12. 30 pm

AGENDA 12.30 pm - Skills need for future

1.00 pm
1.00 pm – Lunch
2.00 pm
2.00 pm – Job Performance
2.30 pm
2.45 pm – Discussion
3.00 pm

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MONDAY, FEBRUARY 1, 20XX Sample Footer Text 3
 THREE TYPES
OF SKILLING
Reskilling:
training + different skills
+ new position.
Co-developed reskilling
resources to provide
support during the
pandemic.
Upskilling New Skilling?
+++ knowledge ++ skill Co-stay flexible and
set adaptable through any
helps workers advance in challenge
their current career. Co-identifying which
add responsibilities skills are most needed in
the future
higher-level posting in
their same career track.
MONDAY, FEBRUARY 1, 20XX 4
BENEFITS

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H O W TO C R E AT E A S K I L L
S T R AT E GY Identify Identify gaps in skills

Build Build a skill strategy

Make it part of your

Make
culture

develop an Upskilling
Develop
and Reskilling Plan

Evaluate Evaluate Your ROI

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Sample Footer Text 7
8
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 HOW TO
RESPOND TO
THE FUTURE
OF WORK:
THE
IMPORTANCE
OF
UPSKILLING?

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Sample Footer Text

DO YOU HAVE THE SKILLS NEEDED

FOR THE FUTURE?

• The expectation on digital capabilities
has expanded over the years; they’ve
also become assumed skills for every
employee. What once only included
Microsoft Office now includes Google’s
G-suite, Slack, and Zoom, acting as the
digital skills foundation for every
professional role.
The proliferation of data has driven the demand
for analytical and critical-thinking skills. From
finance and marketing to other less obvious
business functions, the ability to interpret
information and extract insights that inform
decisions is quickly becoming one of the most
profitable skills to learn..

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BOUTIQUE & ONLINE SALES
A S S I S TA N T
❑ Greet, serve and assist customers as they enter the store
❑ SERVE & ASSIST customers at boutique
❑ To manage product display at store, promote and
❑ Manage Online SALES & CUSTOMER SERVICING through upkeep the brand's image
Company's Social Media i.e., WhatsApp, Facebook &
❑ Ensure customer satisfaction by providing good
Instagram customer service
❑ Maintain and update inventories record ❑ Keep up to date with special and on-going promotions
❑ Ensure cleanliness of boutique ❑ Take instructions and perform task with full
commitment assigned by superior
❑ Ensure stock adequacy and
❑ Passionate in fashion
❑ Daily reporting to HQ
❑ Well-groomed and pleasant personality
❑ Other adhoc tasks assigned by HQ ❑ High degree of interpersonal skills and communication
skills.
❑ Willingness to learn
❑ Possess good selling skills

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B O U T I QU E S U P E RV I S O R / A S S I S TA N T
MANAGER
❑ To maintain a respectable appearance while on duty according to Company’s regulation.
❑ To fulfil your role as a staff of the Company by displaying & projecting a good image of courtesy, respectability and
professionalism.
❑ To ensure all staff maintain and present themselves in accordance to the standards of the Company.
❑ To provide guidance and assistance to junior staff in all processes.
❑ Participate actively to develop new sales opportunities and client relationship development in line with individual and team
objective.
❑ Provide optimal customer experience in the boutique for new sales, customer service (repairs and all visitors, ensuring first
class customer service.
❑ In depth product knowledge and prices, first point of contact for guidance of knowledge to rest of the team.
❑ Oversee the set up and organization of boutique’s front and back office — maintenance of furniture, neatness, window
display set up/communication, sales and marketing tools.
❑ Coordinate internal and external events — individually and with the team. Proactively identify clients to be invited, follow
up of invitations to ensure participation to events.
❑ To be proficient and point of reference in all IT/sales/CRM back-office tools for the team

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To assist the Boutique Manager by leading and coaching
the team in all aspects.
Contribute to the development of staff and motivate the
team to hit individual and overall goals using strategies
in line with the company’s objectives.
Take charge of staff and operation planning by managing Effective Merchandising and Sales Promotion
monthly staff roster.
• To ensure availability and adequacy of attractive visual
Manage new hire by implementing appropriate training presentation of merchandise.
plans.
• Liaising with visual merchandising and personnel on
Oversee the administration and operational support on concepts/theme planning.
daily task and marketing events, ensure all are well
documented. • To oversee overall organization of visual presentation and
merchandises by ensuring products are rotated in
Assist Boutique Manager to monitor performance and
systematic manner and rearranged at periodical basis.
propose for improvement.
• To be work closely with marketing department and team in
To ensure all required reports such as sales reports, staff
working hours and petty cash summary to be accurate preparation of advertisements.
and submitted within stipulated time period. • Be responsible in briefing the team on all Programs.

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ANSWERING
INTERNAL CALL
ANSWERING
INCOMING CALL
FOR A GUEST

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HANDLING
MESSAGE
WA K E U P C A L L

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CHECKING IN GUEST
W I T H R E S E RVAT I O N
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WALK IN GUEST

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CHECKING IN GROUP
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HANDLING GUEST
COMPLAINT
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 • Faizal Ayob

• faizalayob@saito.edu.my

THANK
YOU

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