Client Host H/F chez Hermès
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, 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.
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