For our new Knokke resort store, we are looking for a passionate Client Experience Host who will be essential in ensuring outstanding client service in an exceptional, home-away-from-home retail environment. Embodying the service values of the house, he/she will extend exceptional hospitality whilst ensuring our services complement the Client experience.
Reporting to the Store Manager, your responsibilities will include but are not limited to:
Customer Service
- Offer an exceptional first impression as you greet clients when they enter the boutique and while guiding them through the boutique
- Support floor operations so that all clients are attended to. This includes queue, appointment and in-store waiting time management
- Lead boutique tours, providing architectural, historical and other relevant information
- Engage with clients on the floor and introducing them to relevant team members
- Liaise with store team for additional service gestures such repairs and online pickups
- Ensure that store and private client areas are always clean and perfectly presented
Concierge Service
- Support clients into cars assisting with shopping bags as necessary
- Proactively provide clients with useful information on what is happening in the city
- Assist with directions - share general knowledge of store and neighborhood
Sales Support
- Offer beverage and refreshment service and monitor & replenish stock in dry and wet bars in the boutique
- Liaise with security team, offering direction and advice where necessary
- Ensure additional service tools (MyFolio, Monde d’Hermès…) are in place
- Engage clients in in-store animations
Private Client Area Management
- Prepare and organise the private client areas ahead of any appointments
- Keep up to date with client appointments and potential changes
Internal Liaison
- Report any external activity of the boutique to the Management team
- Identify areas of improvement and share ideas and best practices
- Inform management about potential client complaints
You should bring:
- Passion for & solid experience in delivering exceptional customer service
- High standard of presentation and interpersonal skills
- Strong communication skills – in Dutch, French and English
- Ability to adapt quickly to an ever-evolving, rapid moving retail environment
- Team player attitude, embodying the values of Hermès
- High level of professionalism and discretion
- Passion for exceptional client service
- Strong knowledge of local environment
"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 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 nearly 300 stores around the world"