Guest Experience Supervisor

Fortnum & Mason; Greater London; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Store and restaurant discounts

Holiday entitlement (25 days)

Birthday and wellbeing days

Employee bonus up to 5%

Career progression opportunities

Job summary

Fortnum & Mason in the heart of London is seeking a Customer Service Supervisor to lead and support a team delivering high-quality service across all guest interactions, bookings and inquiries. You will model warmth, professionalism and a customer-first approach while upholding Fortnum’s prestigious heritage.

You will coach colleagues, manage escalations, recruit and train new starters, and collaborate with chefs and other departments for events and dietary requirements.

Qualifications

• 1 year of luxury customer service experience in a customer-facing role.
• Strong interpersonal and communication skills.
• Ability to analyse data and extract insights.
• Proactive, self-motivated with attention to detail.
• Discretion and professionalism in all interactions.

Responsibilities

• Lead and supervise the customer service team to ensure high-quality service across all channels.
• Coach team members and manage escalations while upholding standards.
• Oversee staffing, training and collaboration with other departments for events.
• Liaise with chefs on allergens and menu requirements and manage bookings.
• Run regular team meetings and support performance reviews.

Skills

Luxury customer service

Team leadership

Communication skills

Data analysis

Discretion and integrity

Proactive attitude

Tools

MS Office

Job description

Fortnum & Mason in the heart of London is seeking a Customer Service Supervisor to lead and support a team delivering high-quality service across all guest interactions, bookings and inquiries. You will model warmth, professionalism and a customer-first approach while upholding Fortnum’s prestigious heritage.

You will coach colleagues, manage escalations, recruit and train new starters, and collaborate with chefs and other departments for events and dietary requirements.