Assistant Manager - Front of House

Careers Site; Hounslow; On-site; GBP 38,000 - 60,000; Full time

Benefits offered by this job

Performance bonus

Dining and retail discounts

28 days holiday

Matched pension contribution

Job summary

Fortnum & Mason's Fortnum's Bar at Heathrow Terminal 5 and 3 is seeking an Assistant Manager to support the General Manager in delivering world-class guest experiences, leading a high-performing team, and upholding the brand's luxury service standards. You will drive operational excellence, coach colleagues, and ensure consistent service across the venue.

In this fast-paced, customer-focused role, you will manage shifts, support recruitment and training, and work to achieve commercial targets

Qualifications

• Experience leading hospitality teams in fast-paced environments.
• Strong customer service and guest relations focus.
• Understanding of food safety and health & safety standards.
• Ability to drive sales, profitability, and cost control.

Responsibilities

• Support day-to-day operation of Heathrow venue and guest experiences.
• Lead shifts effectively to ensure smooth service.
• Maintain high standards of food quality, service, cleanliness.
• Support recruitment, onboarding and team development.
• Drive commercial targets including sales and profitability.
• Handle stock management and forecasting.
• Ensure compliance with food safety and health & safety.
• Coach and develop team members.

Skills

Leadership experience

Hospitality industry knowledge

Staff coaching

Customer service excellence

Communication skills

Stakeholder management

Job description

The Fortnum's Bar at Heathrow Terminals 5 and 3 is a showcase of the Fortnum & Mason brand, offering travellers exceptional food, world-class Champagne, and renowned service in a unique airport setting

As Assistant Manager, you will support the General Manager in leading all aspects of the operation, ensuring outstanding guest experiences, strong team performance, and consistently high standards across the venue. Leading from the front, you will inspire and develop your team, drive operational excellence, and act as an ambassador for the Fortnum & Mason brand

You will be responsible for supporting the day-to-day operation of the business, delivering commercial targets, maintaining exceptional service standards, and creating a positive and engaging environment for both guests and colleagues. This is an exciting opportunity for an experienced hospitality professional who thrives in a fast-paced, customer-focused environment and is passionate about luxury hospitality

Key Responsibilities

• Support the day-to-day operation of the Heathrow business, ensuring exceptional guest experiences
• Lead shifts effectively, ensuring smooth service delivery and operational performance
• Maintain high standards of food quality, service, presentation, cleanliness, and compliance
• Support the achievement of sales, profitability, labour, and cost control targets
• Assist with stock management, forecasting, and monitoring business performance
• Coach, motivate, and develop team members to achieve exceptional performance
• Support recruitment, onboarding, training, and succession planning activities
• Handle guest feedback professionally and resolve issues promptly
• Ensure compliance with food safety, health & safety, and company policies
• Drive a culture of hospitality, accountability, teamwork, and continuous improvement

You are an experienced hospitality leader with a passion for delivering exceptional customer experiences and developing high-performing teams. You enjoy working in a fast-paced environment and have the confidence to lead from the front while maintaining the highest standards of service and operational excellence

You'll bring:

• Proven experience as an Assistant Manager, Supervisor, Team Leader, or similar leadership role within hospitality, restaurants, retail, or airport operations
• Strong commercial awareness and understanding of sales, profitability, and operational performance drivers
• Experience coaching, leading, and developing teams to achieve their full potential
• Excellent communication and stakeholder management skills
• Strong organisational, problem-solving, and decision-making abilities
• A sound understanding of food safety, compliance, and health & safety requirements
• The ability to perform effectively under pressure in a high-volume environment
• A passion for luxury hospitality and delivering world-class guest experiences

Please note:Appointment is subject to satisfactory references and pre-employment checks (5 years)Due to the security requirements of working at Heathrow Airport, additional screening will be required

Why Join Us?

• Competitive salary and performance-related bonus
• Generous dining and retail discounts
• 28 days holiday, plus wellbeing and birthday leave
• Matched pension contribution scheme
• Career development and progression opportunities
• Recognition and reward programmes
• Opportunity to grow your career within a flagship airport hospitality operation