Client Host (6 month FTC)
Summary
the pitchJoin Hermes as a Client Host for a 6-month fixed-term contract. As the first point of contact for customers, you will provide a warm and sincere welcome, enhance the customer journey, support the leather department, act as a concierge, manage refreshments, provide feedback, and maintain store standards. Ideal candidates will have previous experience in client experience roles, a mature customer service focus, and excellent interpersonal skills.
Role
posted by companyFirst 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
- Team player
- Dynamic and able to work in a high-pressure environment
- Impeccable personal presentation
Key responsibilities
- Greet customers when they enter the store and give a positive first impression, engage with customers on the floor, and coordinate the agenda of the day.
- Support in the Leather Department by welcoming customers, reassuring them, and managing waiting times appropriately.
- Be curious about what happens in Mayfair and London to share with the team and customers, and foster relationships with concierge personnel at neighboring key Hotels.