Retail Host

Responsibilities

• 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

• 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

• 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

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.

• 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
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