Reception Manager/ Maitre'd

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 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

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 roleExceptional customer service and guest engagement skillsStrong leadership abilities with a proven track record of coaching and developing teamsExcellent communication and interpersonal skillsA commercial awareness and understanding of how service excellence drives business successStrong organisational, planning and time-management skillsExperience supporting HR processes, team performance management and employee development.The confidence to resolve guest concerns professionally and effectivelyA positive, proactive and hands-on approach to leadershipA 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