Fortnum & Mason

Today we are announcing one of Fortnum's most exciting pop-ups yet, with Leeds-based dessert sensation GET BAKED®.   Our collaboration brings together their much-loved recipes with Fortnum's favourite flavours, including a new and exclusive Knickerbocker Glory Pie. What's not to like? Famed for their signature ‘Bruce’ cake, GET BAKED will also debut a new signature recipe, Bruce’s even sweeter successor, ‘Bertha’, available exclusively at our ground floor Patisserie counter until the 24th August (before becoming available at GET BAKED). Bertha towers just as tall her predecessor Bruce with an impressive twenty-four indulgent layers of chocolate sponge, but instead of a dark chocolate ganache, the cake features a delicious blend of both dark and milk chocolate.   We're expecting many members of their fanbase in-store today, along with some new recruits, who've been signing up since August 5th to get their hands on Bertha before the store opens, and before stock sells out! Here;s a link to the event - running from Thursday to Saturday this week: https://lnkd.in/eHkKNQJc   Alongside GET BAKED’s new signature recipe, our pop up will offer a selection of much-loved treats, and a new version of their much-loved pie recipe, in an iconic Fortnum’s flavour: The Knickerbocker Glory. The Knickerbocker Glory was introduced to the UK by Fortnum’s post WW2 and was actually featured on the menu of our (then new) restaurant, The Soda Fountain (which is now destination restaurant 45 Jerymn St.). Through this latest food innovation, we promise to excite once more, by merging Fortnum’s storied history of pioneering food and drink, with the viral appeal of GET BAKED. This limited-edition Knickerbocker Glory Pie is a decadent all-butter shortcrust baked with raspberry jam and vanilla cake, topped with vanilla and raspberry ganache, and finished with vanilla buttercream, chopped hazelnuts and a glacier cherry.   Founded by Rich Myers, GET BAKED has quickly become a trending name in the dessert world. It is known for its indulgent offerings and Rich’s signature dry, deadpan humour. Operating out of Headingley, Leeds, they serve up mouth-watering desserts in-store and nationwide via its online store. Of the new partnership with Fortnum & Mason, Rich said: “What an honour it is to be working closely with Fortnum’s — an institution with such iconic status. I’ve never been more excited in my life, and let me tell you, I’ve done some pretty exciting things. Phwoar.”   Our Trade Planning and Food & Drink Planning Manager, Anthony Wilson said: "Partnering with GET BAKED has been an incredible project bringing together two very different brands but with the same mission to deliver extraordinary and delicious food to their customers. I am extremely excited to see Bertha making her debut at Fortnum’s, alongside the exclusive Knickerbocker Glory Pie created just for us!" #foodie #foodanddrink #getbaked #desserts #piccadilly

"Good Morning Fortnum's!" Every fortnight our teams in Retail, Hospitality, Warehouse and Head Office gather for a face to face briefing, before our flagship store opens at 181 Piccadilly. Today's bumper packed briefing included a trade and performance update from our Head of Retail James Blackbrough, followed by details of an exciting Foodhall activation coming soon... GMF, as it's known, takes place on different floors of our building - and today our teams gathered on the 2nd floor near our Perfumery department, where we also heard about the relaunch of 1707, our in-house perfume brand (made in honour of our inaugural year). Created by artisan perfumers in Grasse, the Noir, Lilas and Topaze fragrances are globally exclusive to Fortnum's. Bringing the past, present and future together in our new packaging, embossed with gold foil, each of the bottles feature Fortnum's clock motif on the caps. Scent strips were passed across the floor so that everyone in attendance could sample each fragrance. You can find out more here: https://lnkd.in/eerXikUA The biggest cheers of the day came as we celebrated our people as part of Fortnum's latest Quarterly Values Awards, with winners chosen from a high number of submissions across various categories. Today's awards were presented by our Chief Brand & Creative Officer Liz Darran, and Chief Operating & Innovation Officer Iain Robertson. Our congratulations to our Head Chef in Hong Kong Daniel Fenner, Assistant Buyer Emily Parkinson, Logistics Manager Maciej Ziemianski, but also to the Maintenance Team, who were called out as our unsung heroes, for making everything happen behind the scenes. If you'd like to find out more about joining Team Fortnum's please visit our Careers website, or search for 'fortnums careers' online. #teamfortnums #facesoffortnums #perfumery #goodmorningfortnums #careers

🫖 Battle of the blends! 🫖 Which extraordinary Fortnum’s tea are you choosing this #AfternoonTeaWeek? Feel free to share your favourites below ⬇️ #FortnumsTea https://lnkd.in/dvHry7if

Meet Joshua Kali our Assistant Manager at Heathrow T5.   "I have worked at Fortnum's for 7 years now. When I came back after going part time during Covid-19 - I had a plan of where I wanted to go and develop. Following a Supervisor role, I applied to be Assistant Manager earlier this year.   In addition I've found participating in WiHTLs Ethnic Future Leaders Programme a brilliant experience, with fantastic support from Alexandra Buxton and all of my Fortnum's colleagues.   So far, I've attended 2 sessions in person and 1 Zoom call with my reverse mentor. The experience has been outstanding. Participating in the program offers me a rich blend of experiences, focusing on my personal growth, professional development and cultural understanding. There are workshops and seminars on cultural competence and inclusivity, but also networking opportunities with leaders and peers from various ethnic backgrounds.   Part of the Leadership Training includes skills development in areas such as public speaking, but I also receive mentorship from more established leaders. It has helped build my self-awareness, confidence and improved my communication and interpersonal skills. Overall the experience has been brilliant, it's exactly what I needed and I'm looking forward to the remaining sessions."   What Retail and Management experience did you have before?   I had management experience in Harrods previously - where I got to know our Heathrow T5 Head Chef Ellan Prem Appadurai. I began my Retail career working in Harrod's for six years, and then spent two years at Harvey Nichols. In addition I also have a degree in Hotel Management."   How did you come to join Fortnum's?   "When I was at Harrods I used to come to Fortnum's to visit, and shop. Sometimes with my work mates or my wife. After our first child was born in 2014 it was getting very difficult for me to travel because I live very close to Heathrow. It was 1.5 hours one way to Knightsbridge, which was three hours in total. I discovered that Fortnum's had a store in Heathrow, so I made enquiries and kept monitoring the Careers website."   How would you compare airport retail and high street luxury retail?   "Fortnum's feels as if it's much more about a living history, your commitment to service, and providing customers with an experience they will always remember. We have a conversation with customers first, before showing them the products, and then we explain the story behind them. I find our customers want to know where they have been sourced, and where they come from. I also meet customers in T5 whose grandparents used to take them to Fortnum's for Christmas shopping experiences. They want to share those memories with us. They talk about the Fountain restaurant in Jermyn St. in the 1960s (now 45 Jermyn St.), and you come to know so much through them."   Great to have you as part of Team Fortnum's Joshua.   #teamFortnums #facesofFortnums #retailcareers #heathrow

☕️ Calling all coffee lovers ☕️ Come and enjoy the finest cuppa to go in Piccadilly. And it’s not just coffee available in our lower ground foodhall… How about single origin hot chocolate, tea, pastries and soft serve ice cream? All rumoured to be delicious too! So why not come and see our brand new coffee bar for yourself? Our thanks to everyone in Team Fortnum’s who was involved in making sure our latest moment of joy is now available to customers. 👏 #coffee #coffeelovers #piccadilly #fortnumandmason #teamfortnums

Where is my order? It's always important to know what's happened to your order - especially a gift - between the time you purchase, and it arrives safely at its destination. Fortnum & Mason’s Head of Customer Success Rhonda Floyd thinks it's vital.          “With gift giving there is a certain amount of anxiety for the giver, because they want to make sure that it gets to the recipient on time, it’s beautifully packaged, and the recipient feels joy when they receive it. If there’s any uncertainty around where the package is and when it will be delivered, it can ruin the entire experience.”  The Fortnum & Mason team chose Narvar to be the post-purchase platform to make sure all customer interactions - after an order is placed - ensure customers and gift recipients have an incredible experience. As a result, 'Where Is My Order?' queries from customers have dropped by 50%. Rhonda and the team chose Narvar Track & Notify to improve post-purchase delivery communications for customers, and introduced the following features... Firstly a mix of automated emails notifying customers about their package being scanned into the mainstream. This is followed by emails about the status of their delivery, but also the option to send the tracking link to the gift recipient. The platform is also integrated with Fortnum's live messaging channels, so customers can get package tracking updates when they search within Fortnum & Mason’s live help chat. As well as streamlining results it also reduces support agents’ workloads in the process. The team were also happy to find that the platform was flexible enough to capture customer reviews without having to purchase or manage additional software. Fortnum & Mason review ratings have increased from 1.9 to 4.5 in a matter of months. Given the success in other areas Fortnum & Mason recently adopted Narvar Return & Exchange to automate return requests and, ultimately, improve customer communication throughout the return process. Customers now receive an update when their returned order reaches key milestones (e.g. items reaching the Distribution Centre, the return being processed and accepted, and payment being processed and cleared). By automatically receiving updates on the status of their return, decreasing 'Where is my return?' inquiries, it improves the customer experience. “We attribute our success to having a keen attention to detail in getting the basics just right for us and our customers,” says Rhonda. “These straightforward improvements, coupled with Narvar’s flexible technology, go a long way in streamlining journeys for our customers, and improving their communication and love of the brand.” #customerservice #gifting

Kiran Malhotra is our Stock Controller at Heathrow's Terminal 5.   “I’ve worked for Fortnum’s for 10 years now, I don't know what happens at that milestone… but I do remember having afternoon tea at my 5-year anniversary which was lovely!”   “I had worked at Boots for 14 years in Oxford, and my sisters were in the process of moving in London, and asked me to join them. I was still commuting back and forth to Oxford for my part time job, and a friend said why don’t you go to the Heathrow Retail Academy…as there were 2-3 jobs going. I felt like I needed to be somewhere where I was constantly doing something. I was hired as a Sales Associate at Fortnum’s, and then the Assistant Store manager was interested in hiring a Stock Controller (which was something I’d done previously). That gave me more responsibility, and I’m the kind of person who wants things done a certain way…so I was probably the right person for the job!”   What do you like most about working for Fortnum’s?   “During my two months training at Piccadilly, one of the things I found was that everyone was so nice, and so welcoming. I’m quite an introvert but they made me feel really welcome, and I’ve been really lucky as I’ve been able to keep in contact with so many people from our Piccadilly store. Beverley in the stock team is really nice, and Michael on the first floor who looks after China ware, not to mention so many other colleagues who I am thankful for helping me in my day to day role”.   "I love the people here who love our products, as they make you want to know more about them. I really find that our people – from different stores and departments – do support each other. They really look after you. When I reached my 5 years’ service at Fortnum’s, the perks I got were amazing, compared to other working experiences I’ve had. I also like the fact that it doesn’t matter how senior a person is in their role, everyone is so nice – I never feel that they’re not approachable, as you can talk to everyone at every level.”   Favourite things about F&M?   “There’s always something new, and something different going on. I love the summer breakfast that we have every year too…where several hundred of our people gather together face to face (with our teams in Hong Kong and other locations dialling in). This allows us to celebrate the year that’s gone…and the months ahead. It’s great for everyone to be aware of our achievements and what’s also coming up to get excited about.”   Do you have any favourite Fortnum’s products?   “I like a lot of things! (laughs) Previously, one of my favourite preserves used to be the Purple Raspberry, that was amazing…because it wasn’t so sweet. Nowadays it’s the Countess Grey tea because it balances out the Bergamot Oil. I just really like it. I also love the scones, they are a favourite… and the Cheddar Truckle, am getting hungry now!”   Great to have you as part of Team Fortnum’s Kiran!   #teamfortnums #facesofFortnums #retailcareers #heathrow #oxford

"Early is on time. On time is late." As Head Waiter at the Diamond Jubilee Tea Salon, Nicolas Macahis has a maturity that belies his years. Starting his Hospitality career at the world famous Dorchester hotel on London's Park Lane, between the ages of 19-23, standards are something he is keen to maintain every day, and without exception. What matters to him? "It's that service culture to the core. Also a little bit of appreciation goes a long way. I always say thank you to everyone, whether that's the local bus driver, or to my colleagues. Before they leave for the day I shake everyone's hand and say 'good job today'. It's this attitude that partly explains his reaching the final of The Royal Academy of Culinary Arts earlier in the year. Established in 1983 these are the most prestigious awards available to young people in the Hospitality industry. How did you come to be part of the process? "I was aware of it when I was younger, and felt this could be my last opportunity. Hundreds of people apply, and initial entries are assessed on a set of questions you have to answer, which gauge your personality and passion for the industry." "I received an email following the initial assessment and the next stage took place at The Connaught Hotel, where approximately 30 applicants were asked to perform important tasks such as a 1-hour exam. In addition there was an interview, based on menus that you brought with you, and they asked about the establishment you worked in. The panel challenged us on different requirements for different customer scenarios. Eventually I reached the semi-final, hosted at The Savoy, which was another level of difficulty as the tasks were more practical in nature. I had to do a carving skill test with a darne of salmon, using a fish knife and fork, removing the bones as it had to be silver served. I was excited to be part of the final group too, just a handful of people who were whittled down from the original entrants. It was intense. I had to start from scratch, build and set a table, set cutlery, decant the wine, serve a 3-course meal plus tea and coffee. An entire lunch essentially, drawing on all of my experience. I didn't win but it was an incredible experience. I felt I did well, but am sure the final decision will have come down to the finest details. I was also incredibly proud to receive my certificate at the end." What does great service mean to you? "I think when you go out on the floor, you expect service to be really good. Fortnum's Afternoon Tea is an experience. The atmosphere is remarkable, we are constantly busy and we see people enjoy themselves every day, as they are creating memories. We make sure our waiting staff have personality and character, which is vital to consider at the recruitment stage. It's true to say that you can teach anyone the job, but one thing we can't teach is how they carry themselves. Your first and last impression is so important." #service #teamfortnums

🌞 How about a cup of summer? ☕️ Available in every letter of the alphabet and our famous ampersand too. Fortnum’s fine bone china alphabet mugs make every cup a little lovelier. 🫖 #tea #teaware #alphabet #fortnums

“Summer, summer, summer-time…” 🌞 From salmon and crab, to sausages and burgers, Parma ham to the finest cheese. From Turkish delight to strawberries and cream, from Blackpool to Persia (with 2 samplers you’re unlikely to get anywhere else). And did we mention Eau de Nil ice cream…in Fortnum’s signature colour? 🍦 Ever wondered what a day in the life is like at Fortnum’s flagship store? Our teams at 181 Piccadilly are made up of a variety of different Retail, Hospitality, Warehouse and Head Office roles, and regular Shop-floor briefings take place before we open up to customers. One of those, to celebrate the launch of our summer food offering - “Good Morning Fortnum’s” - has become a ‘must taste’ event! Introduced by our Retail Director Sean Ghouse and colleagues from Fortnum’s Food Buying team, our people moved from (food & drink) station to station, trying the latest delectations….at this week’s ‘GMF’. Fortnum & Mason will begin recruiting for extra Christmas staff in the weeks ahead, so if you’ve ever wondered what life would be like here, why not get in touch? We have a variety of roles in hospitality, customer service, sales and in our warehouse. We’re feeling so good about our summer food, that it might even make the sun come out. 🌞 🙏 #summer #foodie #fortnums #careers