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- Tasks: Greet passengers and ensure legendary service at Heathrow Airport.
- Company: Join ABM, a leading provider of integrated facility solutions.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive discounts.
- Why this job: Be part of a dynamic team enhancing customer experiences in aviation.
- Qualifications: Customer service experience and a passion for helping others.
- Other info: Flexible shifts with opportunities for growth in a diverse environment.
The predicted salary is between 11 - 17 £ per hour.
LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 2 off
WORKING HOURS: 40 HOURS PER WEEK
PAY RATE: £14.71 per hour
Main Duties & Responsibilities
- To greet all passengers at the host desk ensuring that high standards of service are maintained.
- The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Service Agent (CSA).
- Working as a member of the Host team, you will also be responsible for assisting with leading the operation on a day-to-day basis in collaboration with the management team.
- Ensuring team members assigned to the shift follow operational, quality, legislative and Company guidelines.
- You will also be responsible to ensure customers receive a positive, safe and enhancing experience whilst at Heathrow Airport.
- To man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival.
- Ensure that all passengers are booked into the tracking and allocation system.
- Ensure all jobs are allocated to the CSA’s mobile device (PDA).
- Ensure full customer service is provided to all passengers at each hosting point.
- Ensure you fully adhere to the SLA times for all passengers both landside and airside.
- Expedite a smooth transfer throughout the terminals.
- Allocate the CSAs to provide service, when required.
- Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met.
- Ensure all passengers are in the system and closed with comments where needed.
- Ensure all CSAs communicate with you immediately after arriving at the Host Desk.
- Immediately report any equipment faults and record job report numbers to the Service Delivery Manager.
- Immediately report and record any injuries or accidents to yourself or customers to the Service Delivery Manager.
- Identify potential SLA failures and highlight to a Service Delivery Manager.
- Ensure passengers are greeted respectfully.
- Ensure the CSAs follow the correct protocol for use of all equipment.
- Ensure the CSAs introduce themselves, ask passengers what assistance is required, explain the process and prepare the passenger for the security part of the journey.
- Complete an incident/accident report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
- During delays or disruption liaise with the Allocator and handling agent to ensure that passengers are kept up to date.
- Call Allocators to inform them of all additional passengers.
- Communicate effectively with management and other teams on company, operational and training issues.
- Ensure all agents are properly equipped with uniform and operational equipment daily, escalating issues to Service Delivery Manager as appropriate.
- Ensure that every member of the team maintains the highest standards of personal hygiene and appearance in line with company standards.
- Perform any other duties which may be reasonably required by your line manager or the company.
- To escalate any adverse situations arising or developing on a shift to the Service Delivery Manager as appropriate.
Person Specification
- Effectively manage, coach and mentor team to meet service level agreements.
- Maintain a professional image at all times.
- Ability to deal calmly and reasonably in pressurised situations.
- The ideal candidate will have a background of working within the customer service/ customer care industry and have knowledge of working with those who require special assistance.
- We are seeking candidates who have a real passion for people, delivering excellent customer service on a daily basis.
- Set a good example at all times.
- Previous Airline &/or Airport experience is desired although not essential as full training will be provided.
- Competent IT skills, the position holder will need to use ABM systems and communicate effectively via email.
- Excellent communication skills with an empathic nature.
- You must be competent at English language skills including speaking, reading and writing.
- Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance.
- Ability to deal calmly and confidently with all demands from the public.
- Champion principles of equality, inclusion and diversity.
Essential
- Valid Right to work documentation.
- 5-year checkable employment/education history, ideally with a maximum of 5 references for vetting purposes.
- Must pass a basic DBS check.
- Overseas Criminal Record Check (if applicable).
- Available for very early morning shifts, outside of normal public transport times.
- Able to obtain an airside pass that allows you access to security restricted areas.
- Must be willing to work weekend and shifts.
Benefits
- 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
- Mental Health support and Life Event Counseling.
- Get Fit Programme.
- Financial and legal support.
- Cycle to work scheme.
- Access Perks at Work, our innovative employee app where you can find:
- Perks: discounts, gift cards, cashback, and exclusive offers.
- Life: resources on topics ranging from family and life to health, money and work.
- Support: Online chat or telephone service for urgent support in a crisis.
For more information about ABM’s benefits, visit our website.
About ABM
ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
Customer Experience Host in Hounslow employer: ABM UK
Contact Detail:
ABM UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Host in Hounslow
✨Tip Number 1
Get to know the company! Research ABM and their values, especially around customer service. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Experience Host, you'll need to interact with passengers from all walks of life. Role-play common scenarios with friends or family to build your confidence and ensure you can handle any situation calmly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at Heathrow Airport.
We think you need these skills to ace Customer Experience Host in Hounslow
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer service and how you connect with people.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. If you've worked in customer service or have any airport experience, shout about it! We love seeing how your background fits with what we do.
Keep It Clear and Concise: We appreciate a well-structured application. Keep your sentences clear and to the point, and make sure to proofread for any typos. A tidy application shows us you care about the details!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at ABM UK
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Experience Host role. Familiarise yourself with the main duties and responsibilities listed in the job description. This will help you articulate how your skills and experiences align with what they’re looking for.
✨Showcase Your Customer Service Skills
Since this role is all about delivering legendary service, be prepared to share specific examples of how you've provided excellent customer service in the past. Think of situations where you went above and beyond to assist customers, especially in high-pressure environments.
✨Demonstrate Teamwork and Leadership
As a Customer Experience Host, you'll be working closely with a team. Highlight your ability to manage, coach, and mentor others. Share instances where you’ve successfully collaborated with colleagues or led a team to achieve a common goal.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle various situations, such as dealing with difficult passengers or managing delays. Practice your responses to these scenarios, focusing on your calmness and problem-solving abilities, which are crucial for this role.
