Concierge (Travel Retail)

Job description

About the role The Concierge is the first point of welcome for clients at the CHANEL counter and Beauty Lounge. The role creates a warm, polished and personalised introduction to CHANEL, ensuring each client is recognised, understood and seamlessly connected to the most relevant consultation, product discovery or service. The Concierge supports the Lounge’s commercial and operational performance by managing client flow, appointments and clienteling activity. Through confident CHANEL storytelling, relevant beauty and fragrance consultation, and the delivery of trained services, the Concierge contributes to a seamless, elevated and personalised CHANEL journey. What impact you can create at CHANEL 1. Client Welcome & Journey Management Deliver a warm, elegant and personalised welcome to every client, with particular attention to VIPs, top clients, appointment guests and returning clients. Identify client needs, travel timing and service preferences promptly, and guide each client to the most relevant Beauty Advisor, Fragrance Specialist, Lounge Specialist, consultation or service. Manage walk-ins, appointments, waiting times and client flow across the counter and Beauty Lounge to ensure an efficient and seamless experience during peak travel periods. Coordinate smooth handovers between team members, clearly communicating relevant client preferences, needs, service bookings and time constraints. Support VIP and appointment hosting by preparing relevant client details, maintaining discreet hospitality and ensuring a thoughtful welcome, farewell and follow-up. 2. Clienteling, Storytelling & Consultation Build meaningful client relationships through thoughtful discovery, personalised conversation and timely follow-up. Bring the CHANEL universe to life through confident storytelling on the House, its beauty and fragrance creations, iconic products, inspirations, gifting and available services. Conduct basic beauty and fragrance discovery consultations in accordance with training, providing relevant product, gifting and service recommendations. Capture and update relevant client information and preferences in accordance with clienteling guidelines. Support personalised client outreach, appointment invitations, event invitations and follow-up communications, as directed by the Counter Manager or Assistant Counter Manager. 3. Services & Commercial Contribution Perform trained complimentary beauty and fragrance services in accordance with role scope, service protocols and hygiene standards. Introduce paid express facials and Beauty Lounge services where relevant, articulating the client benefit and arranging a smooth handover to the Lounge Specialist. Contribute to Lounge KPIs, including, client recruitment, retention, appointment booking and service conversion. Support Beauty Lounge occupancy by proactively identifying suitable clients, encouraging bookings and walk-in services, and helping to fill available service slots. Identify cross-category, gifting and travel-retail opportunities through relevant, personalised recommendations. 4. Operational Excellence & Standards Maintain an immaculate welcome area, Beauty Lounge environment, service materials and client refreshment standards throughout the day. Ensure appointment schedules, client waiting lists and service communications are accurate and up to date. Monitor client flow and promptly communicate client or operational needs to the Assistant Counter Manager or Counter Manager. Support the 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. 5. Team Collaboration Work closely with Lounge Specialists, Beauty Advisors, Fragrance Specialists and management to ensure every client is attended to and no opportunity is missed. Share client feedback, preferences and market observations with the team to improve service, clienteling and commercial performance. Support product launches, animations, events and key client moments, as required. You are energized by Creating a warm, polished and discreet welcome that makes every client feel recognised and valued. Building relationships through relevant CHANEL storytelling, discovery, consultation and follow-up. Identifying opportunities for product discovery, gifting, services, appointments and client recruitment. Managing appointments, flow and handovers to ensure an effortless end-to-end client experience. Maintaining readiness, accuracy, presentation and hygiene standards in a fast-paced environment. Working seamlessly across the counter and Beauty Lounge to achieve shared client and business goals. What you will bring Experience in luxury retail, beauty, hospitality, aviation, hotels or premium client service. Strong clienteling and interpersonal skills, with the confidence to host discerning and international clients. Confidence in CHANEL storytelling, basic beauty and fragrance consultation, and performing trained service rituals. Highly organised, proactive and able 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. What CHANEL can offer you Opportunity to work with one of the most well-known luxury global brands with a wealth of heritage. You will be empowered to take ownership of your impact within the brand. At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.