Chanel Client Reception and Hospitality Manager

Chanel is a privately held French luxury maison renowned for haute couture, ready-to-wear, accessories, fragrances and beauty. The brand is renowned for its emphasis on craftsmanship, discretion and timeless elegance; as an employer it cultivates a highly artisanal, client-centric culture with strong expectations for service excellence and brand stewardship.

1. Lead and coordinate the client reception and hospitality operations at the Galeries Lafayette Haussmann location, ensuring a seamless and highly personalized welcome for every visitor.
2. Manage the reception team: recruitment, training, scheduling, performance reviews and daily supervision to maintain impeccable service standards.
3. Develop and enforce VIP protocols and guest handling procedures, including appointment management, private fittings and exclusive hospitality services.
4. Work closely with store management, clienteling and sales teams to synchronize client journeys, appointments and post-visit follow-up.
5. Coordinate in-store hospitality, private events and concierge services, liaising with external vendors and internal teams to execute flawless experiences.
6. Monitor guest flow, resolve client complaints with discretion, and ensure strict confidentiality of client information.
7. Implement and maintain operational standards, reporting on KPIs related to guest satisfaction, conversion and service metrics.
8. Train staff on brand etiquette, product knowledge and luxury service techniques to preserve Chanel’s service signature.

1. Proven managerial experience in luxury retail, high-end hospitality or guest relations with responsibility for a client-facing team.
2. Strong knowledge of VIP service standards and protocols specific to luxury maisons.
3. Excellent interpersonal skills with the ability to handle high-net-worth clients discreetly and professionally.
4. Organizational capacity to manage appointments, events and multiple stakeholder relationships simultaneously.
5. High standard of spoken and written communication; polished presentation and etiquette.
6. Flexibility to work retail hours, including evenings and weekends as required by store operations.

1. Guest relations and VIP hospitality
2. Team leadership and staff development
3. Appointment and event coordination
4. Clienteling and relationship management
5. Conflict resolution and discretion
6. Service standards implementation
7. Operational reporting and KPI monitoring
8. Proficient use of CRM systems (client appointment and profiling)

Minimum of 3 years' experience in luxury retail, high-end hospitality or guest relations, including demonstrable leadership of front-of-house or reception teams and direct responsibility for VIP client services.

Degree or vocational qualification in hospitality management, business, retail management or equivalent professional experience in luxury operations.

Chanel combines a heritage-driven, artisanal ethos with exacting standards of luxury service. The workplace fosters meticulous attention to detail, discretion and a collaborative approach between sales, clienteling and hospitality teams to deliver exceptional client experiences.