Client Experience Assistant Manager - Front of House

Harrods; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job description

Our ambition is for Harrods Private Shopping to be the ultimate luxury shopping and lifestyle destination. The role of the Client Experience Assistant Manager – Front of House is to support and lead our team of Client Experience Assistants and Waiters within our world class Penthouse and Private Service Suite which is specifically dedicated to our Private Shopping Clientele.

Our Client Experience team are both our hosts and our ambassadors, welcoming the most discerning clientele to our Private Shopping Suites. The Client Experience Assistant Manager – Front of House role is fundamental to the team and the client experience curated here at Harrods, ensuring that you and your team provide a seamless hospitality experience.

With a focus on the Front of House experience across both of our sites, you’ll be the gate keeper of our reception and lounge areas. You’ll ensure the luxury standard of our private areas are maintained consistently throughout the department and that all areas are clean and comfortable. First impressions are lasting impressions.

About The Role

Developing the Client Experience team through on the spot coaching and delivery of team trainings, with the objective to upskill on the fundamentals of luxury service and proactively managing rooms and spaces to ensure smooth transitions and impeccable luxury standards are just a couple of the responsibilities our Client Experience Assistant Manager – Front of House will take on.

They will keep an abreast of store information; restaurants, services, pop-ups, etc., as well as the local area to be credible and exceed expectations and need whilst handling and solving all client complaints ensuring we turn a negative into a positive outcome for our clients.

Key Responsibilities

• Leading and managing our Client Experience team to deliver an outstanding Front of House & Hospitality service.
• Flexing your communication style to suit an international client base, & build authentic relationships with our key clients built on trust, discretion and meaningful conversations.
• Working closely with management to personally deliver and support on service, event and experience based projects to achieve world class results.
• Working closely with your team to produce streamlined standard operating procedures to standardise and streamline our food & beverage operations.
• Taking ownership of monthly invoicing and tracking monthly expenditure.

About You

With a strong track record of delivering exceptional Front of House / hospitality experience to high end clients, you will be passionate about delivering the very best for our clients, and luxury service standards at all times. You will build a strong network throughout the business to offer a pre-emptive service and exceed our clients’ expectations.

Outstanding execution of people management processes, including but not limited to, team development plans, supervisor development, people management HR processes, team rotas and recruitment are vital as Client Experience Assistant Manager – Front of House.

Furthering this, you will have impeccable attention to detail as you will ensure the standards of our luxury environment are upheld at all times, whilst exhibiting a true passion for leadership and influencing change through genuine ‘from the front’ management style.

You will also be a motivating and engaging manager, conducting daily meetings, inspiring our Client Experience team & Private Shopping Waiters and setting them up for success for the day ahead.

About Us

At Harrods, we’re one of the world’s leading luxury department stores and we’re becoming a destination for top designers around the globe. Supported by a £500million transformation programme that has seen us create innovative fashion designer rooms, we give our people the opportunity and inspiring environment to express themselves through their passion and creativity. Here, world-leading brands meet world-class service.

Our Promise to You

Share our drive to create seemingly impossible luxury experiences for customers, then this will be a hugely important move for you. As well as the chance to learn from true retail experts, you’ll have the satisfaction of working with world-class brands and a team that’s setting the standards for the industry.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or Instagram.