Client Host - Sydney Trust

Role Summary

This role will be the Client Service Ambassador of the boutique, ensuring the correct services compliment the Client experience of all clients.

Being a role model for embodying the service values of the house whilst extending exceptional hospitality.

This role will manage and support all private client appointments in the boutique whilst ensuring all client services tools are well managed.

Primary Responsibilities:

Customer Service



* Reporting to the Maison Host, oversee the Sales Floor by embodying the Client Service of the Maison.


* Be an ambassador for client experience and hospitality


* Queue management, appointment management, and in-store waiting times


* Greet clients when they enter the store, giving a positive first impression


* Guide clients through the boutique on store tours, providing architectural, historical and relevant information


* Direct and guide clients through the boutique to their desired destination


* Engage with customers on the floor and introduce them to the relevant team members; direct clients to the appropriate areas for their appointments


* Oversee floor operations so that all clients are attended to


* Work with the Maison Host to ensure the flow of clients is managed smoothly


* Extend service gestures including but not limited to client requests, repairs, online pickups, product adjustments and client resolutions for service issues.


* Support the waiting system of the boutique with the Maison Host


* Ensure the store is always clean and perfectly presented, by working closely with the cleaning team

Sales Support


* Support the visual merchandising standards of the floor, working closely with the Visual Merchandiser


* Liaise with the store security team, offering direction and advice


* Report any external activity of the boutique to+ the Management team


* Support in store animations and clientelling activities


* Working with the Service Liaison, offer beverage and refreshment service where necessary

Private Client Area Management



* With the Maison Host, review and manage the booking of the private client areas in the boutique.


* With the Service Liaison and Sales Associates, prepare and organise the private client areas ahead of any appointments.


* Keep accurate records of client appointments and update changes accordingly


* Ensure all the dry bars and wet bars in the boutique are well stocked and replenished for client appointments by Service Liason.


* Provide support to the Client appointment by offering sales tools where necessary


* Oversee and ensure that the private client areas are returned to an immaculate state after every client appointment by Sales Team/Service Liaison.

Feedback


* Identify areas of improvement and share ideas


* Share best practices to the team


* Inform management about potential client complaints


* Inform management or team about emergi...