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.
Support in Leather Department
* Welcome customers.
* Reassure customers and answer initial questions.
* Manage waiting time appropriately.
* Offer a seat and prepare and serve refreshments/teas/coffees for customers when possible.
* Handover to sales & service team to neighboring métiers, 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.
* Provide recommendations for hotels, restaurants, afternoon teas, and exhibitions close to the store.
* Foster relationships with concierge personnel at neighboring key hotels.
* Ensure that all elements of service are available in-store and proposed to customers (umbrellas, etc.).
* 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 private appointments.
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.
Standards
* Contribute to ensuring excellent standards in-store at all times, along with the sales & service team.
* Maintain store standards and become familiar with daily procedures.
* Adhere to and uphold House procedures.
* Become acquainted with all métiers.
* Exhibit good interpersonal skills.
* Demonstrate reliability and flexibility.
* Be personable & confident.
* Be a team player.
* Be dynamic and able to work in a high-pressure environment.
A creator, artisan, and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
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