Client Host

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.
  
  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
  
  A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
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