CLIENT HOST FOR BRAND - NEW BOUTIQUE OF HERMÈS HA NOI

A brand-new Boutique of Hermès Ha Noi, one of the top largest in Asia Pacific located in a prime position on Trang Tien street and covering all Hermès product categories, is to be opened by end 2025 – we are looking for passionate Client Host to join our team

A. Brand Overview: 

Hermès is the name of a house, but above all it is the name of a family that, for almost two centuries, has written the history of a Parisian company founded on know-how and quality, tradition, and innovation.  

From harness-maker to saddler, Hermès today deploys its creativity through 16 métiers. The watchwords have remained the same: exacting standards and authenticity, elegance and sobriety, fantasy, and audacity. 

B. Position Overview: 

The Client Host at Hermès is the client’s first point of contact and embodies the House’s values of elegance, warmth, and hospitality. The Client Host ensures a seamless and welcoming experience while reflecting the spirit of Hermès with discretion and grace.

C. Key Responsibilities:

1. Enhance the Flow of the Customer Journey

• Offer a warm welcome by personally greeting every visitor that enters and leaves the boutique; give a positive first impression
• Serve as the Client Host of the boutique and model the company vision of providing extraordinary service to all
• Be curious and take a genuine interest in the client's needs and expectations; engage with customers on the floor and guide them to the appropriate location of merchandise or introduce to member of the team
• Create an atmosphere of helpfulness and cooperation and handle all difficult situations with grace and composure
• Manage Client Advisor allocation by turns
• Ensure sales & service team take breaks at the right time and ask for additional support on the floor when necessary
• Collaborate closely with the rest of the boutique team with active communication of appointment arrivals to all departments: selling, operations, and asset protection
• Maintain daily calendar of client appointments and boutique events in the appointment application, indicating arrivals, no-shows, reschedules, and cancellations
• Support with phone call appointment requests, schedule entry of team, assigning appointment requests and resolving appointment conflicts
• Manage waiting time appropriately
• Ensure that all elements of service are available in store and proposed to customers: umbrella storage, assisting boutique guests with beverage service, seat, and escorting clients to the door or car with shopping bags as necessary
• Proactively update clients in the outdoor queue when the boutique is at capacity and take responsibility to ensure the wait time is minimized to receive service
• Recommendations for hotels, restaurants, afternoon teas, exhibitions close to the store if any
• All other duties assigned by supervisor

2. 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

3. Standards

• Contribute to ensure excellent standards in store at all time, along with the sales & service team
• Demonstrate excellent communication skills
• Maintain store standards and become familiar with daily procedures
• Adherence and upholding of Store’s procedures
• Become acquainted with all metiers

• At least 1 year of experience in hospitality industry
• A good level in English

• You will be part of a collective adventure, joining a small dynamic team with great spirit and high standards 
• You will discover a growing house with a strong and family base and responsible values 
• You will have the chance to build your bespoke career path 
• You will have the opportunity to bring and develop your own client network