Client Host (6 month FTC)

First impressions are very important, especially here at Hermes, it’s therefore essential that our greeter provides the first welcome in a warm and sincere manner, maintaining a positive and professional attitude, is highly efficient and courteous, ensuring customer service levels are kept to a very high standard at all times, ensuring their journey begins seamless and in line with our standards.

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, etc.)

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.

About you

• Previous experience working in a role that centers around Client Experience and journey
• Mature customer service focus
• Independence & assertiveness
• Problem solving & resilience
• 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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