Lounge Host - British Airways Lounges, First Class

Whenever customers visit the British Airways Lounges at Heathrow Airport, you’ll be there as a lounge host to greet them with 5‑star, BaxterStorey service. Friendly, confident and professional, you’ll be the face of our bespoke operation, making sure that delicious food and relaxation are available to every visitor. To provide a professional, 5-star level of hospitality catering, ensuring that company standards are maintained and that the customer experience is always a positive one.

Responsibilities

Greet customers warmly and create a welcoming atmosphere; Take orders accurately and efficiently. Serve food and beverages promptly, maintaining a high level of attention to detail; Handle customer complaints and resolve issues professionally and courteously; Ensure the lounge is kept clean and tidy, clearing regularly, sweeping, mopping, and taking out rubbish. Clean and sanitise tables, counters, and service areas regularly; Monitor and restock condiments, napkins, cutlery, and other supplies as needed; Assist in monitoring inventory/stock levels and report any shortages to the management; Maintain a positive work environment by fostering teamwork and cooperation; Be aware of COSHH regulations and use appropriate protective equipment when using chemicals; Adhering to dress code policies. Demonstrate excellence; Adhere to food safety and hygiene regulations to maintain a safe environment; Follow proper hand hygiene procedures and maintain personal cleanliness; Adhere to proper food safety and hygiene standards, including temperature controls, storage procedures, and sanitation practices, to maintain a safe and clean kitchen environment

Requirements

Previous experience in a similar customer service role, preferably in a café, hotel or restaurant setting; Excellent communication and interpersonal skills; Strong attention to detail and ability to multitask in a fast-paced environment; Friendly and approachable demeaner, with a genuine desire to provide exceptional customer service; Ability to work well under pressure and handle customer complaints effectively; Ability to work a combination of early and late shifts, with earliest start at 04:30 and latest finish at 22:30; Live a commutable distance from the airport if relying on public transport; Complete mandatory pre-employment checks including 5 years of verifiable employment history, a UK DBS check, and, if lived outside the UK for more than 6 months, an overseas Police Clearance Certificate from the relevant UK-based embassy

Nice to have

Experience in a café, hotel or restaurant setting; Motivated and hungry to learn

Benefits

28 Days holiday, including bank holidays; Birthday holiday; 3 volunteering days; 3 days grandparent leave; 24 weeks' enhanced maternity leave; Secondary Carer leave; Wedding/commitment day leave; Free meals on shift; Free car parking; Bespoke training and development opportunities; Apprenticeship opportunities for all experience levels; Pension and life insurance; Discounts available on our Perkbox app; high street shops, holidays & cinema; Wellbeing hub; Access to an employee assistance programme; Cycle to work scheme