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
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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
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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.)
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Refreshments
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
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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.
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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
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