Retail Door Host

As one of the first faces our customers see, you’ll bring the spirit of Fortnum & Mason to life from the moment guests arrive at our Piccadilly flagship. With warmth, personality and confidence, you’ll welcome visitors from around the world, create memorable moments and help them discover everything the store has to offer.

Key Accountabilities:

*  Deliver a warm, engaging and genuine welcome and farewell to every guest entering and leaving the Piccadilly store.

*  Act as a visible, approachable and charismatic ambassador for Fortnum & Mason, reflecting our values through every interaction.

*  Create memorable guest moments through warmth, personality, confident conversation and exceptional service.

*  Proactively share information on store experiences, seasonal events, dining, services and special activations.

*  Provide clear directions and connect guests with the relevant department, service or colleague.

*  Work closely with the Retail Host Team and Retail Managers to deliver a seamless journey throughout the store.

*  Support guest flow, queues and capacity management during busy trading periods while maintaining a positive atmosphere.

*  Build strong knowledge of Fortnum’s products, services, heritage, the local area and key London attractions.

Customer Experience:

*  Be the welcoming character of the Piccadilly flagship store, creating warmth, theatre and excitement from the moment guests arrive.

*  Recognise that the Piccadilly entrance is one of London’s most photographed doorways and confidently support guests who wish to capture and share their visit.

*  Create an inclusive environment for local, national and international visitors and identify opportunities to create moments of delight.

*  Support managers with challenging guest situations and contribute to a safe environment for guests, colleagues and visitors.

 

Operational Standards:

*  Maintain exceptional standards of personal presentation in line with Fortnum & Mason uniform and brand standards.

*  Demonstrate strong attention to detail, situational awareness and awareness of guest needs.

*  This is a highly visible and physically demanding role requiring prolonged periods of standing and regular movement throughout the trading day.

*  Be comfortable working at the store entrance for extended periods in all weather conditions, including rain, cold temperatures and periods of high heat.

*  Maintain energy, enthusiasm and a welcoming presence throughout the day, regardless of weather or trading intensity.

*  Maintain an exceptional record of attendance, punctuality and presence, with flexibility to work evenings, weekends and seasonal peaks.