Hermès Client Ambassador

6 days ago

London, Greater London, United Kingdom Hermès Full time

Key Responsibilities

As a Client Host at Hermès, you will play a vital role in enhancing the customer journey, ensuring a seamless and personalized experience for our discerning clients.

  • Provide a warm and welcoming first impression, setting the tone for a memorable visit.
  • Engage with customers on the floor, introducing them to the relevant team members and ensuring a smooth transition of service.
  • Plan appointments and coordinate the agenda of the day, personally welcoming clients and ensuring their needs are met.
  • Support the sales and service team by ensuring they take breaks at the right time and providing additional support when necessary.
  • Communicate effectively with team members via email, alerting them to customer topics and ensuring a cohesive approach.

Support in Leather Department

  • Welcome clients and provide reassurance, answering their initial questions and addressing their concerns.
  • Manage waiting times effectively, ensuring clients feel valued and respected.
  • Offer a seat, prepare and serve refreshments, and hand over to the sales and service team to ensure a seamless experience.

Concierge

  • Stay informed about local events and attractions, sharing your knowledge with clients and team members.
  • Provide recommendations for hotels, restaurants, and exhibitions, enhancing the client experience.
  • Foster relationships with concierge personnel at neighboring key hotels, ensuring a network of support for our clients.

Refreshments

  • Offer, prepare, and serve refreshments, teas, and coffees, creating a warm and inviting atmosphere.
  • Manage porcelain and glassware orders, ensuring a seamless experience for clients.
  • Coordinate orders with the Administration Manager, ensuring timely delivery.

Feedback

  • Identify areas for improvement and share ideas with the team, driving excellence in customer service.
  • Share best practices and inform management about potential customer complaints or concerns.

Standards

  • Contribute to maintaining excellent standards in-store at all times, working closely with the sales and service team.
  • Demonstrate excellent communication skills, both verbal and written, ensuring seamless communication with clients and team members.
  • Maintain store standards, familiarize yourself with daily procedures, and adhere to House procedures.

Competencies

  • Excellent customer service skills, with a focus on creating a personalized experience.
  • An enthusiastic attitude, with a passion for delivering exceptional service.
  • Good interpersonal skills, with the ability to build strong relationships with clients and team members.
  • Reliability and flexibility, with a willingness to adapt to changing circumstances.
  • Personable and confident, with a strong sense of self-assurance.
  • Attention to detail, with a focus on delivering a seamless experience.
  • Team player, with a willingness to collaborate and support colleagues.
  • Dynamic and able to work in a high-pressure environment, with a calm and composed demeanor.
  • Impeccable personal presentation, reflecting the values and standards of Hermès.

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