Front of House Host

HERMES; London; On-site; GBP 20,000 - 30,000; Full time

Job description

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23,200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world.

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 250 employees, from our Headquarters in London and across ten stores within our retail function in cities such as London, Dublin, Glasgow and Manchester.

Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company's management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group's progress, and where everyone shows commitment and passion, depth and lightness in all that they do.

Learning and sharing, cultivating one's curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual's development, and make up the company's principle of continuous learning and passing down of knowledge.

Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.

This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.

Key Responsibilities

• Starting as a Door Team Member, our Maison Host will be responsible for Client Reception, warmly welcome clients and direct them to the store host, explaining the virtual queue system.
• Providing information to our 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 client welcome - to greet clients, identify their needs, and add them to the appropriate queue.
• Appointment Notification: Inform Sales Associates (SA) of their appointments and guide clients who wish to visit multiple departments, starting with their first choice.
• Full Capacity Management: Inform clients if queues are full and advise them to check back later.
• Assisting clients should they require any additional support.
• First Floor Client Management, would include client reception to warmly welcome clients and encourage them to stay in their requested department, offering refreshments.
• Manage queue transfers and registration exceptions.
• Team coordination, to assist our Sales & Service team to locate their clients for appointments.
• Queue maintenance, to ensure the smooth running of the operation using Quedini.
• Provide feedback and share best practices with the wider team.
• Inform management if further support may be required with clients.
• Ensuring that excellent standards are upheld, with strong communication and acquaintance with all Métiers.

Requirements

• Previous experience in a customer facing role, providing an excellent level of customer service, and being able to go above and beyond.
• Ability to work independently, problem solve and show initiative.
• Able to remain resilient in challenging situations.
• To be enthusiastic, personable and confident.
• Able to show reliability and remain flexible.
• Great attention to detail.
• Team player.
• Dynamic and able to work in a high-pressure environment.