Fortnum & Mason are looking for an exceptional Head Waiter/Waitress to join our unique team at our beautiful Flagship store in Piccadilly at our Food and Drink Studio. Responsible for demonstrating world-class service, our new team member will possess passion for our product, and an ability to bring this to life for each and every customer.    

Why Work For Us: 

• Competitive hourly rate + paid overtime 
• Discretionary annual bonus (up to 5% of salary) 
• Up to 40% store and restaurant discounts 
• Subsidised staff restaurant using Fortnum’s ingredients 
• 28 days holiday + a day off for your birthday and 5 extra wellbeing days off 
• Matched pension scheme and career development opportunities 
• Annual staff party and incredible gifts after 5 years 

What You'll Do: 

•   Act as an ambassador for the brand, being a welcoming first point of contact for customers, clients and guests on the 3rd floor 
• Keep a close eye on the look & feel of the space, ensuring that is represents us in the best and most engaging way 
• Oversee the day-to-day upkeep of the space, ensuring storage spaces are tidy and equipment is ready for service.  
• Oversee the operational delivery of events, delivering service to an exceptionally high standard 
• Act as a host, welcoming guests to the space, speaking about the Studio or interviewing talent or chefs, where required 
• Suggest ways in which we can elevate experiences 
• 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 developing Standard Operating Procedures (SOPs) for all event types 
• Attend weekly team meetings and retail briefing meeting where required 
• 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 

What We're Looking For: 

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

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other’s differences, to create a truly inclusive environment.  

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.