Front of House Host

Hermès; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Front of House Host to enhance client experiences. This role involves warmly welcoming clients, managing queues, and providing essential information about store policies. The ideal candidate will possess excellent customer service skills, a personable demeanor, and the ability to thrive in high-pressure situations. Join a prestigious company known for its commitment to quality and exceptional service, and be part of a team that values entrepreneurial spirit and high standards.

Qualifications

• Experience in customer-facing roles with a focus on excellent service.
• Ability to work independently and show initiative in dynamic settings.

Responsibilities

• Welcome clients and manage the flow at the store entrance.
• Assist clients with appointments and provide information on store policies.

Skills

Customer Service

Problem Solving

Attention to Detail

Teamwork

Communication

Tools

Quedini

Job description

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Key Responsibilities

• Starting as a Door Team Member, our Maison Host will be responsible for Client Reception, warmly welcoming clients and directing them to the store host, explaining the virtual queue system.
• Providing information to clients on store policies, e.g., coffee cups are not allowed inside and can be held at the entrance.
• Queue Management and Appointment Handling, respectfully managing the flow of clients with appointments.
• Ensuring professional conduct.
• Registration responsibilities include greeting clients, identifying their needs, and adding them to the appropriate queue.
• Informing Sales Associates (SA) of their appointments and guiding clients who wish to visit multiple departments, starting with their first choice.
• Full Capacity Management: informing clients if queues are full and advising them to check back later.
• Assisting clients requiring additional support.
• First Floor Client Management, including welcoming clients and encouraging them to stay in their requested department, offering refreshments.
• Managing queue transfers and registration exceptions.
• Team coordination to assist Sales & Service team in locating clients for appointments.
• Maintaining queues to ensure smooth operations using Quedini.
• Providing feedback and sharing best practices with the wider team.
• Informing management if further support may be needed with clients.
• Upholding high standards through strong communication and familiarity with all Métiers.

Requirements

• Previous experience in a customer-facing role, providing excellent customer service and going above and beyond.
• Ability to work independently, problem-solve, and show initiative.
• Resilience in challenging situations.
• Enthusiastic, personable, and confident demeanor.
• Reliability and flexibility.
• Great attention to detail.
• Team player.
• Ability to work dynamically in high-pressure environments.

Hermès is a creator, artisan, and seller of high-quality objects since 1837. An independent, family-owned French house employing nearly 23,200 people worldwide, Hermès values entrepreneurial spirit, high standards, and responsible management. The company maintains exceptional know-how through strong territorial anchoring, respecting people and resources. Its collections are presented in nearly 300 stores globally.