General Manager

As General Manager, Heathrow Terminals, you will lead Fortnum & Mason's hospitality operations across Heathrow Terminal 5 and Terminal 3, overseeing one of the company's most strategically important hospitality businesses. You will be responsible for delivering exceptional guest experiences, driving commercial performance and maintaining the highest operational standards across both locations

A key focus of the role will be leading the opening and mobilisation of a new Terminal 3 operation, ensuring a smooth and successful launch while continuing to build on the success of the established Terminal 5 business. Working within a fast-paced international travel environment, you will lead from the front, inspire high-performing teams and champion the Fortnum & Mason brand 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

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

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

We're looking for an experienced hospitality leader who thrives in a premium, fast-paced and customer-focused environment. You will bring strong commercial awareness, exceptional leadership skills and a passion for delivering memorable guest experiencesYou will have:Proven General Manager experience within premium, luxury or high-volume hospitality environmentsMultisite leadership experience, ideally within airports, travel hubs or similarly complex operationsExperience leading new openings, mobilisations or large-scale operational changeStrong commercial and financial acumen with full P&L accountabilityExceptional leadership and stakeholder management skillsA genuine passion for hospitality and delivering memorable experiences for guests from around the world

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