Client Host - Sloane Street, London London, England
Job description
General Role
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.
Main duties will be dedicated to the 1st floor Metiers, although at times supervision of the ground floor may be required during busier periods.
Main responsibilities
- 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
2. 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
3. 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.)
4. 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
5. 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
6. 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.
Profile
- 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
About the Hermès Group
Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 240 employees, from our Headquarters in London and across nine stores within our retail function in cities such as London, Dublin and Manchester.
Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company’s management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group’s progress, and where everyone shows commitment and passion, depth and lightness in all that they do.
Learning and sharing, cultivating one’s curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual’s development, and make up the company’s principle of continuous learning and passing down of knowledge.
Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.
This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.
