General Manager, Heathrow Terminals
General Manager, Heathrow Terminals
The Fortnum's Bar at Heathrow Terminal 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 General Manager, you will lead all aspects of the operation, ensuring outstanding guest experiences, strong commercial performance and consistently high standards across the venue. 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 an exciting opportunity for an experienced hospitality leader with a background in premium dining, fine dining or luxury food and beverage operations, who thrives in a fast-paced, customer-focused environment.
What Success Looks Like
As General Manager of Heathrow, you will lead and drive Fortnum & Mason's hospitality operations across both Terminal 5 and Terminal 3. Reporting regularly to the Operations Manager, you will be responsible for delivering exceptional guest experiences, driving commercial performance, and ensuring operational excellence across all locations. 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'll be responsible for delivering exceptional guest experiences, building high-performing teams and driving sustainable commercial success across both sites.
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.
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 We're Looking For
- Proven General Manager experience within premium, luxury or high-volume hospitality environments.
- Multisite leadership experience, ideally within airports, travel hubs or similarly complex operations.
- Experience leading new openings, mobilisations or large-scale operational change.
- Strong commercial and financial acumen with full P&L accountability.
- Exceptional leadership and stakeholder management skills.
- A passion for hospitality and delivering memorable experiences for guests from around the world
Diversity & Inclusion
We are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applications from all backgrounds and celebrate diversity in all its forms. Our commitment is to provide equal opportunities regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
