Head Waiter/Waitress

Fortnum's Food & Drink Studio is a playground for the curious, the creative, and the culinary-obsessed. Nestled on the third floor of our iconic Piccadilly store, this is where world-class chefs meet passionate food lovers for unforgettable masterclasses, live demos, and hands-on experiences. From crafting cocktails to cooking classics, it's a space where playing with food is not just allowed - Want to find out more? Visit 3rd Floor at Fortnum & Mason

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.