Maison Host

Hermès; London; On-site; GBP 10,000 - 40,000; Full time

Job summary

Join a prestigious luxury brand as a key player in enhancing the customer journey. In this dynamic role, you will be the welcoming face of the store, engaging with customers and ensuring they receive exceptional service. Your responsibilities will include coordinating appointments, managing refreshments, and providing local recommendations to create memorable experiences. This is a fantastic opportunity to work in a high-pressure environment where your interpersonal skills and attention to detail will shine. Embrace the chance to be part of a team that values excellence and personal presentation in a vibrant retail atmosphere.

Qualifications

• Excellent customer service skills and a personable demeanor are essential.
• Ability to work in high-pressure environments while maintaining standards.

Responsibilities

• Enhance the customer journey by providing a warm welcome and engaging service.
• Support the leather department by managing customer interactions and refreshments.
• Foster relationships with local businesses to enhance customer experience.

Skills

Customer Service Skills

Interpersonal Skills

Attention to Detail

Team Player

Ability to Work in High-Pressure Environment

Reliability

Flexibility

Dynamic Attitude

Personal Presentation

Job description

Key Responsibilities:

1. 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.
2. Support in Leather Department:
   • Welcome customers.
   • Reassure customers and answer first questions.
   • Manage waiting time appropriately.
   • When possible, offer a seat and prepare and serve refreshments/teas/coffees for customers.
   • Handover to sales & service team to neighbouring Métiers, ensuring the customer is directed to the right location.
3. Concierge:
   • Be curious about what happens in Mayfair and London to share with the team and customers.
   • Provide 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.).
4. Refreshments:
   • Offer, prepare and serve refreshments/teas/coffees for customers.
   • Manage porcelain & glassware 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.
5. Feedback:
   • Identify areas of improvement and share ideas.
   • Share best practices with the team.
   • Inform management about potential customer complaints.
   • Inform management or team about potential customers.
6. Standards:
   • Contribute to ensure excellent standards in store at all times, along with the sales & service team.
   • Demonstrate excellent communication skills – both verbal and written.
   • Maintain store standards and become familiar with daily procedures.
   • Adhere to and uphold House procedures.
   • Become acquainted with all métiers.

Competencies:

1. Excellent customer service skills.
2. An enthusiastic attitude.
3. Good interpersonal skills.
4. Reliability and flexibility.
5. Personable & confident.
6. Attention to detail.
7. Team player.
8. Dynamic and able to work in a high-pressure environment.
9. Impeccable personal presentation.