Located in the heart of Piccadilly in our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

This is a unique role which will provide you with the opportunity to deliver memorable experiences in our Food & Drink Studio. Opened in March 2023, this is a highly innovative and live space, home to extraordinary food and drink experiences – from panel talks to supper clubs, masterclasses to product showcases – that showcase the best of Fortnum’s, tap into trends and allow us to collaborate with unique voices, creatives and communities from around the world.  

Customer experience is key to the Studio’s success so the Food & Drink Studio Coordinator will work closely with the Brand and Private Events Managers to ensure that the vision for each event and activation is carried out in the best possible way. 

It is a floor-based role that will require engaging hosting skills, imagination and flair, affinity to our brand and values, a can-do attitude, a high degree of dexterity, and an ability to engage with customers and our teams on a cross functional basis to create outstanding experiences and moments that bring our purpose, “We Make Joy”, to life every day.  

As well as contributing to the day-to-day upkeep of the space, you will be responsible for engaging customers through free in-store activations and the seamless delivery of private and public events, developing Standard Operating Procedures (SOPs) to ensure that the guest experience is the best it can be. Where additional help is needed, you will brief and manage support staff to ensure that your exacting service standards are met. 

The Food & Drink Studio is a 7-Day Week operation and will require a level of flexibility to the working week, including some cover of early mornings, evenings & weekends. Time will be managed by a rota. 

Key Accountabilities: 

• Act as an ambassador for the Studio and the brand, being a welcoming first point of contact for customers, clients and guests.  

• Possess a strong understanding of the Fortnum & Mason brand and its history, and speak passionately about them to our customers and guests  

• Support the Food & Drink Studio Events Managers with creating and developing Standard Operating Procedures (SOPs) for all event types 

• Attend weekly event briefing meetings 

• Oversee the operational delivery of events, delivering service to an exceptionally high standard 

• Help drive, motivate and encourage support teams to look for areas where we can deliver more  

Customer Service and Experience: 

• Create and deliver an extraordinary customer experience, with impeccable service 

• Demonstrate a good understanding, passion & knowledge of Fortnum’s brand values, products and services 

• Sound knowledge of the experiences we offer, including upcoming programme of events & private packages – enabling you to confidently talk and engage with customers 

• Ensure impeccable presentation in all working areas and personal presentation. 

• Respond effectively to customer complaints & ensure follow up action is taken to prevent reoccurrence 

Management of the space: 

• Support with daily opening & closing checks, completing all necessary due diligence paperwork 

• Clear down and set up the Food & Drink Studio according to event Function Sheets or SOPs 

• Provide team admin support, such as printing event packs, menus, ordering equipment and submitting allergen/recipe information 

• Greet visitors to the Food & Drink Studio, offering them refreshments & making them feel welcome 

• Confidently understand the Lighting, Audio & Camera Software, and being available to test lighting and microphones ahead of events where they are required and troubleshoot where necessary with support of the Food & Drink Studio Producer 

• Maintain excellent standards and cleanliness of Food & Drink Studio fixtures. Report any maintenance issues via the FRESH Service System 

• Ensure we constantly have good levels of collateral stock, and placing orders when needed 

Leadership: 

• Put forward ideas that could improve or enhance the space 

• Seek & report feedback regularly to the Food & Drink Studio Managers, so that the team and experiences can continue to develop and improve 

• Play a leading role in ensuring that the Food & Drink Studio, and 3rd floor more generally, act as a beacon for the brand and build pride amongst our people internally  

• Build strong relationships with other departments 

• Represent the Food & Drink Studio Team at Retail Briefings 

We expect the successful candidate to have the following skills and experience: 

• Excellent communication and diplomacy skills, building rapport with both guests and colleagues 

• Strong experience of hospitality service and operations 

• Passion, energy and enthusiasm 

• An interest in food and drink 

• Strong planning and organisational skills to run a streamlined operation 

• Impeccable attention to detail 

• Ability to multitask, prioritise and manage time effectively 

• The ability to think quickly and rationally under pressure and convey good humour and a positive outlook, even in stressful situations.  

• A flexible and hands-on approach to work 

• Curiosity and desire to become an expert within your role and the wider business. 

• A desire to ‘Achieve Together’