Role Purpose:

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 Head Waiter will work closely with the Events and Operations 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 Event and Operations 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

• Act as first initial point of contact for issues regarding customer complaints & updating the complaint/feedback tracker accordingly, escalating to the Food & Drink Studio Events Managers for support where needed

• Check and store allergen tables for all events. Identify guests with allergies and ensure that they are correctly looked after.

• Keep on top of Food & Drink Studio stock, laundry and maintenance

• Ensure adherence to company policies, controls and standards

• Complete weekly beverage orders for events in the Food & Drink Studio and ensure deliveries are received and stored away.

Role Specific Criteria 

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’

• Microsoft Office skills

• Digitally savvy