Maître d' & Front Desk Leader — Guest Experience

Heathrow Employment & Skills Academy; Hounslow; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Competitive hourly rate

Paid overtime

Store and restaurant discounts (up to

Birthday + wellbeing days off

Job summary

Fortnum & Mason is seeking an experienced Reception Manager/Maître d to support the Restaurant Manager in daily operations and guest experiences. You will lead the Reception Department, ensuring a warm, professional journey from arrival to departure, while maintaining SOPs and standards.

You will coach and develop your team, manage reservations, and uphold health and safety, compliance, and operational excellence across the restaurant.

Qualifications

• Experience as Maître d or reception leadership role.
• Exceptional customer service and guest engagement skills.
• Strong leadership with coaching and team development experience.
• Excellent communication and interpersonal abilities.
• Commercial awareness and service-excellence focus.

Responsibilities

• Support Restaurant Manager in day-to-day restaurant operations.
• Lead Reception Department to ensure warm, professional guest experience.
• Act as Maître d', manage reservations and service end-to-end.
• Ensure SOPs and service standards are consistently followed.
• Develop commercial mindset to spot opportunities and drive performance.
• Coach and develop team; lead regular briefings and reviews.
• Support HR processes including investigations and reviews.
• Oversee training, compliance and certification for team.
• Assist with stock control and administrative procedures.
• Ensure health, safety, cash handling and brand standards.

Skills

Leadership

Customer service

Communication

Hospitality operations

Team development

Guest engagement

HR processes

Job description

Fortnum & Mason is seeking an experienced Reception Manager/Maître d to support the Restaurant Manager in daily operations and guest experiences. You will lead the Reception Department, ensuring a warm, professional journey from arrival to departure, while maintaining SOPs and standards.

You will coach and develop your team, manage reservations, and uphold health and safety, compliance, and operational excellence across the restaurant.