About this role
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 Concierge
• 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.) Refreshments
• 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 • Demonstrate excellent communication skills – both verbal or written. • 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 • Independence & assertiveness • Problem solving & resilience • An enthusiastic attitude • Good interpersonal skills • Reliability and flexibility • Personable & confident • Attention to detail • Team player • Dynamic and able to work in a high-pressure environment • Impeccable personal presentation #LI-ZM1