VIP Client Experience Concierge

Join; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Hermes in London Mayfair is seeking a warm and professional guest experience host to greet customers, coordinate with the team, and ensure a seamless start to every visit.

You will support the Leather Department, assist with refreshments, and help manage VIP appointments while maintaining impeccable standards and a mature customer service focus.

Qualifications

• Experience in client experience roles or journey-focused service.
• Strong communication and interpersonal skills.
• Mature, reliable, and flexible in a high-pressure environment.

Responsibilities

• Greet customers when they enter the store and make a positive first impression.
• Engage with customers on the floor and introduce them to the relevant team member.
• Plan appointments, coordinate the day and welcome customers personally.
• Coordinate refreshments and assist the team to ensure smooth service.
• Support in the Leather Department with greetings, questions, and seating where appropriate.
• Handover to sales and service teams and direct customers to the right location.
• Assist VIPs during private appointments and share local recommendations.
• Identify improvement ideas and share best practices with the team.

Skills

Client experience

Customer service

Communication

Team player

Problem solving

Reliability

Flexibility

Job description

First impressions are very important, especially here at Hermes, it’s therefore essential that our greeter provides the first welcome in a warm and sincere manner, maintaining a positive and professional attitude, is highly efficient and courteous, ensuring customer service levels are kept to a very high standard at all times, ensuring their journey begins seamless and in line with our standards.

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 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
• To 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
• Be curious about what happens in Mayfair and 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.)
• 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

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 time, along with the sales & service team
• Maintain store standards and become familiar with daily procedures.
• Adherence and upholding of House procedures.
• Become acquainted with all metiers.

About you

• Previous experience working in a role that centers around Client Experience and journey
• Mature customer service focus
• Problem solving & resilience
• Good interpersonal skills
• Reliability and flexibility
• Personable & confident
• Team player
• Dynamic and able to work in a high-pressure environment