Manager - Front of House

Careers Site; Hounslow; On-site; GBP 25,000 - 41,000; Full time

Benefits offered by this job

Competitive hourly rate

Paid overtime

Store and restaurant discounts

Holiday entitlement and wellbeing days

Pension scheme

Job summary

Fortnum & Mason is seeking a General Manager to oversee the Heathrow Terminal 5 and Terminal 3 hospitality operations, driving guest experiences and commercial success.

You will lead from the front, develop teams, and ensure brand standards in a fast-paced airport environment, with responsibility for recruitment, training, and stakeholder management.

Qualifications

• Experience leading premium, luxury, or high-volume hospitality operations.
• Experience managing multiple sites, ideally in airports or travel hubs.
• Proven ability to lead new openings or major operational changes.

Responsibilities

• Lead Fortnum & Mason's Heathrow hospitality operations across Terminal 5 and Terminal 3.
• Deliver the Terminal 3 opening, ensuring readiness, recruitment, training, and launch execution.
• Own financial performance across both locations, including sales, labour, and cost control.
• Drive exceptional guest experiences, brand standards, and operational excellence.
• Recruit, develop, and inspire high-performing teams.

Skills

Leadership

Multi-site management

P&L accountability

Hospitality operations

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 Manager, you will lead all aspects of the operation across both Heathrow locations, ensuring outstanding guest experiences, strong commercial performance, and consistently high standards across the business. Leading from the front, you will inspire and develop your team, drive operational excellence, and act as an ambassador for the Fortnum & Mason brand

This is a unique opportunity to lead one of Fortnum & Mason's most strategically important hospitality operations. You will oversee the established Terminal 5 business whilst leading the opening and mobilisation of a new Terminal 3 location. Operating in a fast-paced international travel environment, you will be responsible for delivering exceptional guest experiences, building high-performing teams, and driving sustainable commercial success across both sites

Key Responsibilities

• Lead Fortnum & Mason's Heathrow hospitality operations across Terminal 5 and Terminal 3
• Deliver a successful Terminal 3 opening, ensuring operational readiness, recruitment, training, and launch execution
• Own financial performance across both locations, managing sales, profitability, labour, and cost control
• Drive exceptional guest experiences, operational excellence, and brand standards
• Recruit, develop, and inspire high-performing teams and future leaders
• Build strong relationships with Heathrow stakeholders and internal support functions
• Ensure compliance with all food safety, health & safety, and airport operating requirements

What Success Looks Like

Success in this role means:

• Delivering a successful and seamless launch of the new Terminal 3 operation
• Creating a consistently exceptional guest experience across both locations
• Building engaged, high-performing teams who embody the Fortnum & Mason brand
• Delivering commercial targets through strong operational and financial leadership
• Maintaining outstanding compliance, audit, and food safety standards within a complex airport environment

You are an experienced hospitality leader with a proven track record of leading premium, luxury, or high-volume hospitality operations. You thrive in fast-paced environments, inspire high-performing teams, and are passionate about delivering exceptional guest experiences

You bring:

• Proven Manager experience within premium, luxury, or high-volume hospitality environments
• Multi-site leadership experience, ideally within airports, travel hubs, or similarly complex operations
• Experience leading new openings, mobilisations, or large-scale operational change projects
• Strong commercial and financial acumen with full P&L accountability
• Exceptional leadership, communication, and stakeholder management skills
• The ability to build, coach, and develop successful teams
• A passion for hospitality and delivering memorable experiences for guests from around the world

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 Work For Us:

• Competitive hourly rate + paid overtime
• Up to 40% store and restaurant discounts
• 28 days holiday + a day off for your birthday and 5 extra wellbeing days off
• Matched pension scheme and career development opportunities
• Annual staff party and incredible gifts after 5 years
• Subject to terms and conditions