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    Client Host - London, United Kingdom - Hermès

    Hermès
    Hermès London, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    Key Responsibilities

    Enhance the Flow of the Customer Journey

  • Greet customers when they enter the store and give a positive first impression
  • Engage with customers on the floor and introduce to the relevant team member
  • Plan appointments & coordinate the agenda of the day and personally welcome customers
  • Ensure sales & service team take breaks at the right time and ask for additional support on the floor when necessary
  • To send an email when necessary about a customer to team members, alerting them of the topic

    • Support in Leather Department

  • Welcome customers
  • Reassure customers and answer first questions
  • Manage waiting time appropriately
  • When possible, offer a seat / offer, prepare and serve refreshments/teas/coffees for customers
  • Handover to sales & service team to neighbouring Metiers, ensuring the customer is directed to the right location

    • Concierge

  • Be curious about what happens in Mayfair and London to share with the team and customers
  • Recommendations for hotels, restaurants, afternoon teas, exhibitions close to the store
  • Foster relationships with concierge personnel at neighbouring key Hotels
  • Ensure that all elements of service are available in store and proposed to customers (umbrellas,

    • Refreshments

  • Offer, prepare and serve refreshments/teas/coffees for customers
  • Manage porcelain & glass wear orders according to needs
  • Coordinate orders of refreshments/teas/coffees/napkins etc. with the Administration Manager
  • Support to prepare a light lunch for VIP customers during a private appointment

    • Feedback

  • Identify areas of improvement and share ideas
  • Share best practices to the team
  • Inform management about potential customer complaints
  • Inform management or team about potential customers

    • Standards

  • Contribute to ensure excellent standards in store at all time, along with the sales & service team
  • Demonstrate excellent communication skills – both verbal or written.
  • Maintain store standards and become familiar with daily procedures.
  • Adherence and upholding of House procedures.
  • Become acquainted with all metiers.

    • Competencies

  • Excellent customer service skills
  • An enthusiastic attitude
  • Good interpersonal skills
  • Reliability and flexibility
  • Personable & confident
  • Attention to detail
  • Team player
  • Dynamic and able to work in a high-pressure environment
  • Impeccable personal presentation
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