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Heathrow Employment & Skills Academy; Greater London; On-site; GBP 19,000 - 28,000; Full time

Benefits offered by this job

Competitive hourly rate + overtime

Store and restaurant discounts

28 days holiday + birthday day + 5Well

Matched pension scheme

Job summary

Fortnum & Mason in London is seeking an experienced Reception Manager / Maître d to support the Restaurant Manager in daily operations. You will lead the front-of-house team, manage reservations and ensure outstanding guest experiences across all touchpoints, from arrival to departure.

You will drive service standards, develop guest relationships and coach staff to deliver top-tier hospitality in a fast-paced environment at Heathrow, with a focus on compliance and operational excellence.

Qualifications

• Previous experience in a Maître d', Reception Manager, Assistant Restaurant Manager, Restaurant Supervisor or similar hospitality leadership role.
• Strong customer service and guest engagement skills.
• Proven ability to coach and develop teams; excellent communication and interpersonal skills.

Responsibilities

• Support the Restaurant Manager in day-to-day operations.
• Lead the Reception Department to ensure warm, professional and seamless guest experiences.
• Act as Maître d', manage reservations and ensure service from arrival to departure.
• Ensure SOPs are followed and standards maintained.
• Identify opportunities to drive business performance and guest satisfaction.
• Build long-term guest relationships to encourage loyalty and repeat business.
• Coach, motivate and develop team members; lead regular briefings and reviews.
• Support HR processes including investigations, disciplinary meetings and performance management.

Skills

Leadership

Customer service

Guest engagement

Communication

Team development

Job description

Fortnum & Mason are looking for an experienced and customer-focused Reception Manager / Maître'd to support the Restaurant Manager in the day-to-day operation of the business. This is a hands-on leadership role responsible for managing the Reception Department, delivering exceptional guest experiences, and ensuring operational excellence across the restaurant

As the face of the restaurant, you will lead the front-of-house guest journey, maintain service standards, develop customer relationships, and inspire your team to deliver outstanding hospitality at every touchpoint

Key responsibilities include:

• - Supporting the Restaurant Manager in the effective management of restaurant operations
• - Leading and managing the Reception Department, ensuring a warm, professional and seamless guest experience
• - Acting as the restaurant's Maître d', welcoming guests, managing reservations and ensuring exceptional service from arrival to departure
• - Ensuring Standard Operating Procedures (SOPs) are consistently followed and service standards are maintained
• - Developing a commercial mindset to identify opportunities, respond to customer needs and drive business performance
• - Building and maintaining long-term relationships with guests to encourage loyalty and repeat business
• - Coaching, motivating and developing team members to achieve high levels of performance and engagement
• - Leading regular team briefings and meetings to communicate objectives, updates and business priorities
• - Conducting monthly one-to-one reviews and supporting personal development planning
• - Supporting HR processes including investigations, disciplinary meetings, return-to-work interviews, probation reviews and performance management
• - Ensuring all training, compliance and certification requirements are completed for both yourself and your team
• - Supporting stock control, stationery ordering and departmental opening and closing procedures
• - Driving adherence to company standards relating to health and safety, cleanliness, cash handling, due diligence and brand presentation
• - Communicating key business updates, forecasts, events, opportunities and risks with the wider management team
• - Supporting payroll and HR administration to ensure records are completed accurately and on time

About You

You are a passionate hospitality professional who thrives in a fast-paced environment and enjoys creating memorable guest experiences. You are equally comfortable leading from the front on the restaurant floor as you are managing operational and administrative responsibilities behind the scenes

You will have:

• - Previous experience as a Maître' d, Reception Manager, Assistant Restaurant Manager, Restaurant Supervisor, or a similar hospitality leadership role
• - Exceptional customer service and guest engagement skills
• - Strong leadership abilities with a proven track record of coaching and developing teams
• - Excellent communication and interpersonal skills
• - A commercial awareness and understanding of how service excellence drives business success
• - Strong organisational, planning and time-management skills
• - Experience supporting HR processes, team performance management and employee development.
• - The confidence to resolve guest concerns professionally and effectively
• - A positive, proactive and hands-on approach to leadership
• - A commitment to maintaining the highest standards of service, compliance and operational excellence

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

About The Company

Fortnum & Mason sells the world’s finest products from its famous stores. The prestigious brand’s success over the past three centuries is based on an ongoing commitment to deliver world-class standards of customer service combined with a sense of pleasure every day.

They are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. They respect and embrace each other’s differences, to create a truly inclusive environment.

In the last year alone, their people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards