At a Glance
- Tasks: Lead the front-of-house team and create unforgettable guest experiences.
- Company: Join the prestigious Fortnum & Mason, known for exceptional service.
- Benefits: Competitive pay, generous discounts, extra holiday, and career growth opportunities.
- Other info: Inclusive environment with a commitment to your personal development.
- Why this job: Be the face of a renowned brand and inspire a passionate team.
- Qualifications: Experience in hospitality leadership and exceptional customer service skills.
The predicted salary is between 31500 - 38500 £ per year.
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.
Reception Manager/ Maitre'd in Hounslow employer: Heathrow Employment & Skills Academy
The Heathrow Employment & Skills Academy is an exceptional employer, offering a unique opportunity for apprentices to thrive in a supportive and dynamic work environment. With a strong focus on hands-on training and professional development, employees can expect to gain invaluable skills while working alongside experienced professionals in the thriving construction sector. Located in Hounslow, this apprenticeship not only paves the way for a rewarding career but also fosters a culture of collaboration and growth.
Contact Details:
Heathrow Employment & Skills Academy Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Reception Manager/ Maitre'd in Hounslow
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Heathrow Employment & Skills Academy. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Heathrow Employment & Skills Academy
Don't be shy about reaching out to Heathrow Employment & Skills Academy directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reception Manager/ Maitre'd in Hounslow
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Heathrow Employment & Skills Academy and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Heathrow Employment & Skills Academy
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
