Join the Fortnum & Mason Guest Experience Team 

For more than three centuries, Fortnum & Mason has been celebrated for delivering unforgettable experiences, exceptional service, and of course, extraordinary food and drink.  Our Retail Hosts - affectionately known as Red Coats - are the living embodiment of that legacy. With unmistakable charm and a touch of theatre, they bring our history and our stories to life, turning every visit into a moment guests remember long after they leave.

We are now looking for an experienced and exceptional Retail Host to join our Guest Experience team and help ensure every interaction feels joyful, warm, and uniquely Fortnum’s.

Why Work For Us: 

• 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*

• Matched pension scheme and brilliant career development opportunities

• Annual staff party and incredible gifts after 5 years 

*Subject to terms and conditions of employment
 

What You’ll Do:

• Welcome, host and guide guests across our iconic store, ensuring every interaction feels personal, polished and unforgettable

• Deliver exceptional service through confident clientelling, expert storytelling, and thoughtful problem-solving

• Support and host store tours, seasonal event activations, and moments that celebrate our extraordinary food and drink

• Work with our Personal Shopping team to elevate bespoke experiences and VIP appointments

• Maintain the overall flow and atmosphere of the shop floor, ensuring every guest feels truly looked after

• Lend practical help where needed — from early morning setups to light lifting for event preparation

What We’re Looking For:

• Experience in a fast-paced guest facing environment such as luxury retail, hospitality, events, hosting or travel

• A warm, confident communicator who thrives in 1:1 interactions

• Someone who brings a natural sense of theatre — calm, polished, and comfortable engaging guests with poise

• Passion for Fortnum’s heritage, exceptional service, and our world of fine food and drink

• Flexibility to work varied shifts, including weekends

• A genuine desire for a stable, long-term role where you can grow and flourish

It Would Be Great If You Also Have:

• A background or interest in performing arts (film, drama, musical theatre) — perfect for bringing stories to life

• A curious, ambassadorial approach to products and history

• Experience supporting personal shopping, VIP service, or hosting premium experiences

• A naturally joyful disposition — someone who simply loves making people feel welcome

Why This Role Is Special:

You’ll be part of the team that creates the very first — and often the most memorable — impression for every guest who steps through our doors. From sharing the stories behind our world-famous hampers to guiding visitors through our extraordinary food halls, your presence ensures Fortnum’s continues to be a place of wonder, warmth and delight.

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.