Head Waiter/Waitress - London 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.