Client Host (6 month FTC)

Descripción del puesto:

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
* Team player
* Dynamic and able to work in a high-pressure environment
* Impeccable personal presentation