General Manager - Heathrow

Restaurant Associates; City of Westminster; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension

Career Pathways

Healthcare

Travel discounts

Cinema discounts

Cash rewards

Wellness

Job summary

Restaurant Associates in the UK premium caf sector seeks an experienced General Manager to lead a team of around 20, delivering exceptional service and operational excellence. You will own day-to-day operations, drive financial performance, and inspire a hands-on, guest-centric culture on the floor.

The role blends people leadership with commercial accountability, requiring a proactive approach to staff development, service standards, stock control, and client relationships.

Qualifications

• Minimum 2 years' experience as General Manager in a premium caf/restaurant.
• Proven leadership and team development skills.
• Strong commercial awareness including budgeting and forecasting.

Responsibilities

• Lead a team of ~20 across front-of-house and culinary operations.
• Maintain the highest standards of service and guest experience.
• Oversee budgets, labour costs and procurement.
• Develop client relationships and stakeholder engagement.

Skills

Team Leadership

Staff Development

Operational Management

Customer Experience

Budgeting & Forecasting

Job description

We are looking for an experienced, passionate and commercially driven General Manager to lead a team of approximately 20 within a premium, luxury caf environment. This is an exciting opportunity for a dynamic, hands‑on hospitality professional who thrives on delivering exceptional service, developing high‑performing teams and creating memorable guest experiences. As General Manager, you will take full ownership of the day‑to‑day operation, ensuring the highest standards of service, operational excellence and financial performance. Leading from the front, you will be a visible and approachable leader, inspiring your team to consistently deliver an outstanding experience while fostering a positive, collaborative and service‑focused culture. The role offers a varied mix of people leadership, operational management, commercial responsibility and client relationship management, making it ideal for someone who enjoys both the strategic and hands‑on aspects of hospitality.

Leadership & Team Development

• Lead, inspire and develop a team of approximately 20 across front‑of‑house and culinary operations.
• Create a positive, motivated and high‑performing team culture focused on exceptional service.
• Take an active role in daily service, leading by example and maintaining a strong presence on the floor.
• Oversee recruitment, training, coaching and performance management to support ongoing team development.
• Ensure effective workforce planning, rota management and staffing levels to meet operational requirements.

Operational Excellence

• Take full responsibility for the smooth and efficient running of the caf.
• Maintain consistently high standards of food presentation, service delivery and guest experience.
• Proactively identify opportunities to enhance operational efficiency, service standards and customer satisfaction.
• Oversee stock management, ordering, deliveries, waste reduction and supplier relationships.
• Ensure full compliance with food safety, allergen management, health and safety regulations and company policies.
• Respond to guest feedback and operational challenges promptly, professionally and effectively.

Commercial & Financial Management

• Take ownership of operational budgets, labour costs, forecasting and financial performance.
• Monitor key performance indicators, identifying opportunities to improve profitability and operational efficiency.
• Drive commercial initiatives to maximise food and beverage revenue while maintaining exceptional quality and service.
• Implement effective cost‑control measures without compromising the overall guest experience.

Client & Stakeholder Relationships

• Build and maintain strong, trusted relationships with clients, guests and key stakeholders.
• Act as a key point of contact, ensuring expectations are consistently met and exceeded.
• Demonstrate a proactive, solutions‑focused approach to client engagement and service improvements.
• Work collaboratively with internal teams and stakeholders to deliver a seamless, premium hospitality experience.

We are looking for a confident, enthusiastic and people‑focused General Manager with a genuine passion for hospitality and delivering exceptional service. A minimum of 2 years' experience as a General Manager, ideally within a premium caf, restaurant or luxury hospitality environment.

Requirements

• A proven track record of successfully managing busy, high‑quality food and beverage operations.
• Strong leadership skills, with the ability to motivate, inspire and develop a diverse team.
• Excellent commercial awareness, including experience managing budgets, labour costs and financial performance.
• A hands‑on, approachable leadership style with a genuine willingness to support the team during service.
• Outstanding communication and interpersonal skills, with the confidence to engage effectively with clients, guests and senior stakeholders.
• A keen eye for detail and a commitment to maintaining exceptional standards across every aspect of the operation.
• Strong organisational and problem‑solving abilities, with the confidence to make decisions in a fast‑paced environment.
• A proactive and adaptable approach, balancing day‑to‑day operational demands with longer‑term business improvements.
• A genuine passion for food, hospitality and creating memorable guest experiences.

Restaurant Associates provides brilliant hospitality through our food, drink and services. We work with our partners and collaborate with our clients to achieve great things together. Every day, our teams of passionate hospitality professionals strive for excellence in delivering employee dining and hospitality to some of the UK's leading workplace as well as inspiring exceptional experiences in iconic cultural and heritage destinations.

Benefits

• Contributory pension scheme
• Grow your career with our Career Pathways and MyLearning programmes
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
• Up to 44% off cinema tickets to enjoy your favourite blockbuster
• Receive cash rewards every time you spend and use them on a wide range of brands
• Unwind with us with free wellness, mindfulness and exercise classes
• You can share all discounts and offers with your friends and families