Manager - Front of House

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 experiencesYou'll 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
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