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
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