Hermès
Client Host (Part-Time 3 days a week)
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Client Host
We are currently seeking a passionate, reliable, and energetic Client Host to join our team at our Cadogan Place store. This is a part-time role, working 3 days per week.
Flexibility is essential, as your working days will vary and be scheduled across Monday to Saturday. The role operates on three shift patterns, all within the hours of 9:30am - 6:30pm.
The ideal candidate will have a natural flair for delivering exceptional service and creating a warm, welcoming experience for every client. You will thrive in a fast-paced, dynamic environment, bringing enthusiasm, professionalism, and a proactive approach to every interaction.
Key Responsibilities
At Hermès, every encounter is an opportunity to create something special. As a Client Host, you will be the first point of contact for our clients, offering a warm, sincere welcome that reflects our values of excellence.
With warmth, professionalism, and attentiveness, you will uphold exceptional standards of customer service, ensuring each client’s journey begins seamlessly and aligns with the Hermès experience from the moment they arrive.
Your primary focus will be the 1st floor Metiers, where you’ll support and guide clients through their visit. During peak periods, you may also be called upon to assist with supervision on the ground floor to maintain fluidity and service consistency across the boutique.
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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 them 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
- 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 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
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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 times, 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 métiers
Competencies
- 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
Please Note:
You must hold a valid visa allowing you to work full time for the entire duration of employment, in line with the new immigration rules within the UK.
Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.
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