Master Fishmonger

The Master Fishmonger will be best in class product and technical expert; they will be a role model, coach and support the management team with upskilling the specialists to be exceptional product experts. The Master Fishmonger will be responsible for supporting the specialists to deliver exceptional products and service to delight our customers whilst being a brand ambassador for Harrods. Building relationships with Buying, Chefs, Food Safety and Retail team will be a key element of the role.

Technical

• To be the best in class product and technical expert
• Responsible for ensuring accurate de-scaling and removing of bones, gutting, cleaning and filleting fish using cutlery and powered equipment.
• To portion and prepare fish and seafood for our customer including dressing the product
• Ensuring the availability of wide range of quality for our customers

• Responsible for ensuring that the finished product is of the highest quality and fit for sale within Harrods.
• Maintaining freshness and customer appeal using excellent merchandising skills and product offering
• Responsible for supporting and coaching the specialists to deliver exceptional products.
• Ensuring the fish is storied correctly at all times and arranging the display on the counters.
• Carrying out temperature checks on the product and recording
• Working with the buyer to ensure new products coming in is reflected/ incorporated into the butchery service.
• Managing and logging stock levels.
• Stock management in regards to rotation of stock
• To serve customers at payment point and operate the till in line with cash handling procedures
• Adhere to all Food and Safety Procedures including cleaning
• Adhere to stock control guidelines.

Service

• Accountable for consistently delivering exceptional customer service

• Proactively approach customers with energy and passion
• Confidently communicate the story of the product to the customer through exceptional product knowledge

• Demonstrate that every opportunity to satisfy the customer has been explored, within the given parameters.
• Consistently aim to provide the highest quality service to the customer, measured by the highest Guest Shopper and NPS feedback.

• Actively clientelling on a daily and weekly basis
• To be up to date on market trends and competitor activity

• Be a product expert in your area and share knowledge and tools with the wider team
• Respond positively to coaching feedback from the Assistant Manager and/or Sales Manager and ensure that it is implemented.
• Comply with shop floor code of conduct guidelines at all times
• Building relationships with Buying, Chefs, Food Safety and Retail team will be a key element of the role
• Coach and support the management team with upskilling the specialists

Sales

• Demonstrate energy and passion for closing every sale
• Increase sales by selecting products to meet customer requirements whilst highlighting the features & benefits of the product.
• Consistently offer related products.
• Convert 50% of weekly clientelling leads in to sales

Standards

• Support and advise VM on POS and merchandising to maximise the products potential
• Work closely with the buying team to ensure that customer needs and expectations are being met with the products being stocked
• Ensure accurate stock levels are regularly reported to supply and acquire accurate delivery dates
• Support the marketing and PR team in product selection, product information and client bases

Operations

• Understand margins, discounts, waste and shrink to ensure the business is maximising profit from every sale
• Understand and properly execute all systems and POS procedures to ensure prompt and efficient sales transactions and full compliance.
• Handle refunds with responsibility and integrity and turn them into sales opportunities where possible.
• Direct customers throughout the Store especially to specific areas requested by the customer at all times, including during personal break time.
• Attend team briefings and training sessions; deliver regular training sessions to the team on your brand as required.
• Keep abreast of ongoing developments within Harrods by reading all available company information including Omnia, the Bulletin and Your Harrods Magazine.

• Previous experience working in a fast paced restaurant/ customer facing role/ sales environment/ kitchen environment

• Must be flexible to work 5 days out of 7; hours flexible according to the needs of the business.

• Sales
• Service
• Standards
• Quality
• Technical

• Resilience & Composure
• Planning & Organising
• Trust & Integrity
• Applying Job knowledge
• Working with others
• Customer Focus