Maison Host

Hermès is an independent house founded in 1837. It has always nurtured a family spirit while keeping an open mind. The house takes a committed and responsible approach, putting people at the heart of its model to create the highest quality objects. Its designers, artisans and sellers come from different backgrounds and work together to build the Hermès dream, injecting their expertise and exacting standards into each stage of the process. Driven by the desire to transmit, our teams also strive to reinvent themselves every day, with you.

So, saddle up and join the Hermès Adventure!

We are now looking for a Maison Host/Hostess in our Melbourne Boutique.

What will your mission be?

This role will be the Client Service Ambassador of the boutique, ensuring the correct services compliment the Client experience of all clients. Being a role model for embodying the service values of the house whilst extending exceptional hospitality. This role will manage and support all private client appointments in the boutique whilst ensuring all client services tools are well managed.

Customer Service and Sales Support

• Oversee the Sales Floor with Floor Managers to embody the Client Service of the Maison and be an ambassador for the flagship for client experience and hospitality.
• Queue management, appointment management, and accepting walk-in clients
• Greet clients when they enter the store and give a positive first impression.
• Guide clients through the boutique on store tours providing architectural and relevant information
• Direct and guide clients through the boutique to their desired destination
• Engage with customers on the floor and introduce to the relevant team member; direct clients to the appropriate area for their appointment
• Oversee floor operations so all clients are attended to
• Extend service gesture including but not limited to client requests such as repairs, online pickup, belt hole punching and client resolutions for service issues.
• Support the waiting system of the boutique with the Store Operations Manager
• Ensure the store is always clean and perfectly presented, work closely with the cleaning team and visual merchandising
• Liaise with and manage store security team
• Manage any external disturbances of the boutique with Team Leaders and Floor Managers
Support in store animations and clientelling activities

Private Client Area Management

• With the Store Operations Manager, review and manage the booking of the private client areas in the boutique.
• With the Service Liaison and Sales Associate, prepare and organise the private client areas ahead of any appointments
• Keep accurate records of client appointments and update changes accordingly
• Ensure all the dry bars and wet bars in the boutique are well stocked and replenished for client appointments by Service Liason
• Provide support to the Client appointment by offering sales tools where necessary
Oversee and ensure that the private client areas are returned to an immaculate state after every client appointment by Sales Team/Service Liaison.

Oversee Service Stock Ordering & Replenishment

• With the Admin Team and Service Liaison, ensure that optimal volumes of beverage, food and accompaniment items are ordered and well stocked in the BOH
• Oversee to ensure Client Hygiene and Sanitisation tools are replenished and well presented
• Manage porcelain & glass wear orders according to needs
• Ensure all Service tools are well stocked and replenished including but not limited to service umbrellas, discreet packaging etc
• Replenish the client service areas daily with focus on private client areas
• Ensure the tidiness and cleanliness of all dry bars, wet bars and client service areas.
• Regularly consult Dr Service tools to ensure updates and new service tools are implemented in the boutique

Feedback

• Identify areas of improvement and share ideas
• Share best practices to the team
• Inform management about potential client complaints
Inform management or team about potential clients

System optimisation

• Provide support and training for the proper and better use of the systems in place for client appointments and waiting systems in the boutique
• Train the Sales team in the proper use of systems for clientelling
With Service Liaison Implement and improve system for in store client refreshments

What will you need to be successful?

• Relevant customer facing experience in luxury retail or another high-end service environment

• Capacity to work collaboratively and in fast-paced environment with continuously changing priorities

• Ability to provide information about the neighborhood, store services and other customer inquiries

• A natural passion for people & service

• Ability to adapt to different cultures & a real sense of empathy

• A team player attitude to reach a common goal & go the extra mile

• Strong communication skills, offering warmth and graciousness in all interactions

• Fluent English

• To be a quick learner with a strong sense of curiosity

• To be available to work a 7 day rotating roster

What can we offer you?

• You will be part of a collective adventure, joining a 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

If you recognise yourself in this description, apply now!

Eligibility

To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

Our Commitment

Family is at the heart of Hermès. At Hermès Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

At Hermès, we are proud to be an equal opportunity workplace. It is the policy of Hermès that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.