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Hospitality Operations Manager

Hospitality Office - Piccadilly

Contract: Permanent
Salary: Competitive and Benefits

Located in the heart of Piccadilly in our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

We are currently looking to recruit an exceptionally talented Operations Manager for our Hospitality Restaurants in Piccadilly and Satellite Stores. The successful candidate will be able to deliver operational excellence and work in partnership with the back of house teams to ensure that a sense of pleasure is delivered to all our clients, customers and employees, in line with our Vision and Values.

The role holder will work closely with the General Managers and Restaurant Managers to provide on the ground support as well as seeking and delivering innovation to each restaurant

The role holder will interact with multiple parties across the company including Fortnum’s Management Group, and other business leaders. In addition to supplying leadership and management the role holder will liaise regularly with the central functions and businesses, such as Commercial Finance, Marketing, Hospitality and Retail and our leadership team in Asia Pacific.

Key Accountabilities:

  • To grow the Hospitality Restaurant business in line with our strategic goals
  • Leading your Restaurants to ensure they meet and exceed the Fortnum and Mason standards and targets
  • Coach and develop your direct reports to ensure efficiency, leading by example
  • Update your management team on business performance, new initiatives and the strategic plan
  • Work shifts within the operational team o regularly engage, motivate & monitor all FOH operational teams regularly ensuring your managers understand and are delivering the standards expected
  • Chair meetings with your direct reports ensuring clear communication of objectives
  • Take ownership of your business and feedback any requirements to your line manager
  • Deliver monthly reporting for your restaurants communicating highlights, lowlights, opportunities and risks for the period
  • Complete and deliver monthly one to one reviews in line with Company Objectives, Vision and Values, using this time to set and review individual objectives
  • Communicate effectively, to empower and develop your teams knowledge across the business
  • Work closely with the Store Director to deliver Good Morning Fortnum’s briefings and encourage hospitality participation
  • Demonstrate high levels of planning, organising, and time management to drive the operational execution across the Restaurants
  • Develop strong working relationships both with internal and external stakeholders to be able to influence key commercial decisions
  • Demonstrate a commercial mind set & outlook to stay responsive to customer needs.
  • Come up with ideas and take opportunities to improve performance by using knowledge of customers product and competitors
  • Drive key initiatives within your business ensuring that managers receive key feedback and are acting on the feedback from both external and internal clients
  • Have an inspiring presence with high visibility


We expect the successful candidate to have the following skills and experience:

  • Excellent communication skills
  • A passionate Leader and Manager who is able to delegate and coach
  • Shows a flexible management style that can develop and inspire
  • Understands how to drive sales within restaurants and looks ahead to the next opportunity
  • A driven individual who is passionate about restaurant trends, people and service
  • An ability to challenge, build credibility with a wide range of audiences and work with integrity/confidentiality at all times
  • An excellent networker who can promote the business and seek out innovation in partnership with the BOH team.
  • Be really resilient and able to manage up
  • Excellent diary management to ensure meetings and core goals are met
  • Robust experience of the CRM systems and processes and reporting mechanisms to enable a function that is growing and maturing at speed

In return, we offer fabulous benefits:
• A competitive salary
• Discretionary annual bonus
• A generous store and restaurant discount
• A subsidised staff restaurant which uses Fortnum’s ingredients
• 25 days a year and an extra day off for your birthday
• Excellent pension scheme
• Defined development scheme to grow your career
• Monthly staff shop
• Invitation to our annual staff party
• And because we value your service with us, we give you additional annual leave and incredible gifts once you’ve been with us for 5 years.