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


* Te...