Chanel Concierge

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Welcome clients warmly and personally, with particular attention to VIPs, top clients, appointment guests and returning clients.
• Identify client needs, travel timing and service preferences, then direct clients to the appropriate Beauty Advisor, Fragrance Specialist, Lounge Specialist, consultation or service.
• Manage walk-ins, appointments, waiting times and client flow across the counter and Beauty Lounge, including during peak travel periods.
• Coordinate team handovers, communicating relevant client preferences, needs, service bookings and time constraints.
• Prepare for VIP and appointment hosting; provide discreet hospitality and thoughtful welcomes, farewells and follow-up.
• Build client relationships through discovery, personalised conversations and timely follow-up.
• Tell the CHANEL story, including the House, its beauty and fragrance creations, iconic products, inspirations, gifting and available services.
• Conduct basic beauty and fragrance discovery consultations in line with training, recommending relevant products, gifts and services.
• Capture and update client information and preferences in accordance with clienteling guidelines.
• Support personalised client outreach, appointment and event invitations, and follow-up communications as directed by the Counter Manager or Assistant Counter Manager.
• Perform trained complimentary beauty and fragrance services within role scope and in accordance with service protocols and hygiene standards.
• Introduce paid express facials and Beauty Lounge services where relevant, explain client benefits and arrange handovers to the Lounge Specialist.
• Contribute to Lounge KPIs, including client recruitment, retention, appointment booking and service conversion.
• Support Beauty Lounge occupancy by identifying suitable clients, encouraging bookings and walk-in services, and helping fill available service slots.
• Identify cross-category, gifting and travel-retail opportunities through personalised recommendations.
• Maintain an immaculate welcome area and Beauty Lounge, service materials and client refreshment standards throughout the day.
• Keep appointment schedules, client waiting lists and service communications accurate and up to date.
• Monitor client flow and promptly communicate client or operational needs to the Assistant Counter Manager or Counter Manager.
• Support preparation and replenishment of service materials, testers and point-of-sale materials in line with operational and hygiene requirements.
• Uphold CHANEL standards for grooming, presentation, confidentiality, safety, airport requirements and client hospitality.
• Collaborate with Lounge Specialists, Beauty Advisors, Fragrance Specialists and management to ensure clients are attended to and opportunities are not missed.
• Share client feedback, preferences and market observations to improve service, clienteling and commercial performance.
• Support product launches, animations, events and key client moments as required.

Qualifications

• Experience in luxury retail, beauty, hospitality, aviation, hotels or premium client service.
• Strong clienteling and interpersonal skills, with confidence hosting discerning and international clients.
• Confidence in CHANEL storytelling, basic beauty and fragrance consultation, and performing trained service rituals.
• Highly organised and proactive, with the ability to remain calm and gracious in a high-traffic environment.
• Professional fluency in English.
• Flexibility to work shifts, weekends, public holidays and peak travel periods in accordance with airport trading hours.

Skills

Benefits

Opportunity to work with a well-known luxury global brand with a wealth of heritage; empowerment to take ownership of individual impact within the brand.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.