At a Glance
- Tasks: Lead a passionate team to create unforgettable biscuit-decorating experiences for guests.
- Company: Join the iconic Fortnum & Mason, known for exceptional service and creativity.
- Benefits: Enjoy competitive pay, discounts, holiday perks, and career development opportunities.
- Other info: Flexible hours, dynamic environment, and a commitment to inclusivity and career growth.
- Why this job: Be part of a unique retail experience that combines hospitality and creativity.
- Qualifications: Experience in retail or hospitality with strong leadership and customer service skills.
The predicted salary is between 27000 - 33000 £ per year.
Join the Fortnum & Mason Biscuitorium Team!
For over 300 years, Fortnum & Mason has been creating extraordinary experiences for our customers. Nestled within our iconic Piccadilly store, the
Biscuitorium is a uniquely Fortnum's destination where creativity, hospitality and exceptional service come together.
Here, guests can decorate their own biscuits while enjoying a memorable experience that combines craftsmanship, imagination and the warmth of our renowned customer service.
We are now looking for an inspiring
Biscuitorium Team Manager to lead this special part of the business, bringing the Fortnum & Mason brand to life and creating memorable moments for every guest who visits.
The Role
As Biscuitorium Team Manager, you will lead and inspire a passionate team dedicated to delivering exceptional customer experiences in one of Fortnum's most unique and interactive retail concepts.
This is an exciting opportunity to combine commercial leadership with hospitality excellence, ensuring every guest enjoys an unforgettable experience while driving sales performance, operational excellence and team engagement.
- 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 additional wellbeing days
- Matched pension scheme and career development opportunities
- Annual staff party and incredible gifts after 5 years' service
What You'll Do
- Lead, coach and develop the Biscuitorium team to deliver exceptional customer experiences every day.
- Create a welcoming and engaging environment where guests can enjoy a memorable and interactive Fortnum's experience.
- Drive commercial performance and achieve KPIs through effective leadership, planning and coaching.
- Ensure the highest standards of presentation, cleanliness and service are maintained throughout the Biscuitorium.
- Oversee stock management, rota planning and daily operational activities to support a smooth-running business.
- Build strong relationships with customers, proactively resolving issues and exceeding expectations wherever possible.
- Work collaboratively with wider store teams to support key initiatives, events and business objectives.
- Champion the Fortnum & Mason brand, ensuring every guest interaction reflects our heritage, values and reputation for excellence.
What We're Looking For
- Previous experience in a retail, hospitality or experiential environment, ideally in a supervisory or management role.
- Strong leadership skills with the ability to motivate, develop and inspire a high-performing team.
- A passion for delivering exceptional customer experiences and creating memorable moments.
- Commercial awareness with experience driving sales performance and achieving business targets.
- Excellent communication, organisation and problem-solving skills.
- A positive, energetic and hands-on approach with the flexibility to thrive in a fast-paced environment.
- Experience managing customer-facing operations within a premium or luxury brand would be advantageous.
- A genuine passion for the Fortnum & Mason brand and a commitment to delivering world-class service.
Please note
This role will require flexibility to work across weekends, bank holidays and peak trading periods in line with business needs.
This is a physically demanding position, involving long periods of standing, moving stock, and working in a fast-paced retail environment.
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.
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Floor Manager - Biscuitorium employer: Fortnum & Mason plc
Fortnum & Mason is an exceptional employer, offering a vibrant work culture in the heart of London that fosters creativity and innovation. As a Design Manager, you will have the opportunity to lead impactful projects while collaborating with diverse teams, ensuring your professional growth through continuous learning and development. With a commitment to excellence and a focus on delivering unique customer experiences, Fortnum & Mason provides a rewarding environment for those looking to make a meaningful contribution to a prestigious brand.
StudySmarter Expert Advice🤫
We think this is how you could land Floor Manager - Biscuitorium
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Fortnum & Mason plc. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Fortnum & Mason plc
Don't be shy about reaching out to Fortnum & Mason plc directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Floor Manager - Biscuitorium
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Fortnum & Mason plc and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Fortnum & Mason plc
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
