Store Champion of the Year: Behind the scenes at Fortnum & Mason’s Goods-In Team
Since Fortnum & Mason first opened its doors in 1707, it has become a symbol of extraordinary food, luxury, and impeccable service. But behind this world-renowned store’s glamorous façade lies a team whose dedication, hard work, and commitment have earned them the prestigious “Store Champion of the Year” award at the People in Retail Awards 2024: the Goods-In Team.
Operating quietly behind the scenes, the team is described as the backbone of Fortnum & Mason’s flagship store at 181 Piccadilly, ensuring that over 30,000 diverse products, from gourmet delicacies to luxury fashion, flow seamlessly through the business. From replenishing stock for the brand’s iconic Piccadilly store to supporting its international locations, pop-up events, and growing e-commerce arm, this team works tirelessly to keep operations running smoothly.
Sean Ghouse, Retail Director at Fortnum & Mason commented on the win: “Winning this award is not just a reflection of our success but of our commitment to putting people first. It’s a celebration of the passion, teamwork and dedication that drives Fortnum and Mason forward. We’re proud to be part of such an inspiring night that champions the best in retail and showcases the incredible opportunities within the industry. It reinforces that retail is not just a job but a truly rewarding career where people can grow, thrive and make a real impact.”
The vital role they play
Every day, starting as early as 4 am, the Goods-In Team ensures that every product reaches its correct destination within Fortnum & Mason’s stores. Their work is essential in maintaining the brand’s high standards of service and presentation, ensuring that every customer encounter reflects Fortnum & Mason’s luxury experience. The team’s responsibilities extend well beyond just receiving goods—they assist with logistical challenges throughout the day, supporting high-profile events and keeping the store in perfect shape for thousands of shoppers.
Navigating peak season pressures
The team’s resilience and efficiency are most evident during the Christmas season, a peak trading period where the demands on the business are at their highest. In the lead-up to Christmas 2023, Fortnum & Mason experienced a 17% year-on-year increase in sales, with over 6 million customers shopping both in-store and online. The Goods-In Team managed the influx of goods, often working late into the night to ensure shelves remained fully stocked. Their efforts contributed directly to this impressive growth, making them an indispensable part of the festive success.
Adapting in times of crisis
One of the standout moments for the Goods-In Team in 2023 was their response to a sudden power outage caused by heavy rain, which threatened to disrupt store operations and compromise perishable goods. The team acted quickly and efficiently, managing to clear refrigeration units and restore normal operations without major disruptions. Their ability to remain calm and composed under pressure demonstrated their unwavering commitment to ensuring Fortnum & Mason’s legendary service remained intact.
Collaboration and team spirit
What sets the Goods-In Team apart is their dedication to collaboration. They work hand-in-hand with various departments, from Visual Merchandising to Hospitality, ensuring all logistical needs are met. Their contribution extends beyond the store’s walls—team members even visited key suppliers, such as Ringtons and Duchess China, to gain insights into the products they manage. This initiative not only enhanced their product knowledge but also ensured even greater care and attention to detail when handling stock.
The team’s hard work, professionalism, and dedication have not gone unnoticed. Members of the team have earned accolades such as the Exceptional Service Award and the Exceptional People Award in Sustainability, highlighting their individual and collective commitment to excellence.
Championing wellbeing and mental health
Beyond their operational achievements, the Goods-In Team has shown a genuine commitment to fostering a supportive and inclusive workplace culture. Team members like Georgia Campbell have taken on roles as first aiders and have participated in mental health awareness initiatives, helping reduce the stigma around mental health and ensuring colleagues feel supported. Their involvement in these initiatives demonstrates their dedication not just to the job but to the well-being of their fellow colleagues, embodying the spirit of teamwork and community.
Why they deserve to be Store Champion of the Year
The Goods-In Team at Fortnum & Mason is more than just a logistics team—they are the heart and soul of the store’s operations, ensuring that every department functions seamlessly, even under pressure. From their dedication during peak trading seasons to their resilience in crises and their commitment to wellbeing, they have proven themselves to be true champions. It’s this unwavering dedication to service, excellence, and teamwork that has rightfully earned them the title of Store Champion Team of the Year.
