Hermès Head of Reception and Hospitality

Paris • France

Saturday, December 7, 2024

Hermès, a distinguished French maison established in 1837, is renowned for its craftsmanship and high-quality creations. As a family-owned and independent entity, Hermès employs nearly 20,000 individuals globally. The company is driven by an entrepreneurial spirit and a commitment to excellence, fostering autonomy and freedom through responsible management. Hermès is dedicated to preserving exceptional savoir-faire, deeply rooted in respect for people and nature, which are the sources of its exquisite materials. With fifteen artisanal métiers, Hermès' creativity flourishes, and its collections are showcased in over 300 stores worldwide.

1. Recruit, train, and lead a team of customer experience specialists.
2. Embodiment of the store's reception function.
3. Provide a warm welcome and seamless customer journey to ensure a successful client experience.
4. Serve as an ambassador and promoter of a unique in-store experience, embodying Hermès' values.
5. Deliver impeccable service and continuously seek to enhance customer satisfaction.
6. Represent Hermès' values and identity consistently.
7. Master the art of conversation and storytelling about the Maison and local specifics, training the team accordingly.
8. Recognize and build relationships with clients and friends of the Maison.
9. Listen attentively to all customer feedback.
10. Structure the team, organize schedules, and provide clear expectations.
11. Ensure the reception role in the Leather section in collaboration with Leather team managers.
12. Develop, train, and support a team of 10 customer experience specialists.
13. Collaborate closely with other store managers and oversee the Welcome Manager's schedule.
14. Manage store traffic flow and oversee coffee bar orders and customer attentions.
15. Responsible for the budget related to hospitality expenses.
16. Proactively propose additional services such as valet, taxis, and umbrellas.

1. Proven experience in a managerial role within retail, hospitality, or dining environments.
2. Service and hospitality acumen, with a proactive and reactive approach.
3. Excellent presentation and interpersonal skills, including listening and empathy.
4. Exemplary conduct and presentation.
5. Recognized for a warm and sunny personality.
6. Strong managerial skills in team development and support.
7. Appreciation for diverse interactions and collaborative work.
8. Organizational skills and orchestration of the customer journey.
9. Understanding and mastery of flagship operational management.
10. Situational intelligence, excellent prioritization, and adaptability.
11. Bilingual proficiency in English is essential, with additional languages as an advantage.

1. Leadership and team management
2. Customer service excellence
3. Interpersonal communication
4. Organizational and operational management
5. Situational awareness and adaptability
6. Bilingual communication

Proven managerial experience in retail, hospitality, or dining environments.

Hermès is committed to ethics, diversity, and inclusion, offering a responsible and human-centric work environment.

Hermès fosters a culture of entrepreneurship and excellence, encouraging autonomy and freedom through responsible management. The company values the transmission of exceptional savoir-faire and is deeply rooted in respect for people and nature.