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- Tasks: Lead a dynamic team to deliver exceptional hospitality experiences in a premium airport lounge.
- Company: Join BaxterStorey, a trailblazer in the hospitality industry with a focus on inclusivity.
- Benefits: Enjoy 28 days holiday, free meals, and bespoke training opportunities.
- Why this job: Make a real impact by creating unforgettable moments for guests at Heathrow Airport.
- Qualifications: Experience in high-end hospitality and a passion for customer service are essential.
- Other info: Be part of a supportive culture that values growth, diversity, and creativity.
The predicted salary is between 38000 - 42000 £ per year.
Company Description
Title: Customer Service Manager – Hospitality Airport Lounge
Location: Heathrow Terminal 5
Salary: £38,156.14 per annum
Benefits:
- 28 Days holiday including bank holidays
- Plus your birthday off
- 3 volunteering days
- 3 days grandparent leave
- 24 weeks enhanced maternity leave
- Secondary carer leave
- Wedding/commitment day leave
- Free meals on shift
- Bespoke training and development opportunities
- Apprenticeships opportunities for all experience levels
- Pension and life insurance
- Discounts available on our Perkbox app; high street shops, holidays & cinema
- Wellbeing hub
- Access to employee assistance programme
- Cycle to work scheme
Do you have a passion for leading the way in providing genuine hospitality and impeccable service? Can you motivate a team? Are you friendly, professional and efficient? Yes? Then this is the role for you. At BaxterStorey, we believe that every interaction is an opportunity to create a lasting impression, that’s why we’re looking for a Manager who motivates their team to exceed expectations at every turn. As a trailblazer in the hospitality industry, we are excited to open our doors to individuals who share our passion for delivering exceptional experiences and creating unforgettable moments.
We believe that it is our people that set us apart, that’s why as a member of our team, you will be supported in an inclusive environment that encourages growth and celebrates diversity. We will invest in your development with ongoing training, to ensure that you have the skills and knowledge to thrive in your role, and we guarantee a good work-life balance, because we believe that people excel when they are given the space to take care of themselves.
If you are a Manager who thrives on delivering extraordinary experiences, and loves to inspire a harmonious and collaborative team, we would love to hear from you!
Job Description
We are seeking a proactive and service-focused Assistant Lounge Manager/ Customer Services Manager to support the leadership and delivery of premium hospitality within a Business Class Lounge at Heathrow Airport. Representing one of the world’s leading airlines – British Airways. This lounge is a sophisticated space offering a first-class experience for discerning guests through exceptional food, beverages, and service.
This role is ideal for someone with strong people leadership skills, operational experience in high-end hospitality, and a genuine passion for guest excellence. You will work alongside the Lounge General Manager to create an inspiring workplace culture and consistently exceed expectations.
You key responsibilities are to:
- Lead, inspire, collaborate and support your direct reports to deliver consistently exceptional standards
- Build positive, credible and collaborative relationships & communication methods with clients and other key stakeholders in the business
- Continually look to develop your team through mentoring, training, recognition, and empowerment
- Create a culture of excellence with your team, continually striving to push the boundaries of brilliance through natural caring service, obsessive food standards and innovation
- Achieve business critical KPI\’s including Health and Safety, Sustainability, Financial and Governance
Qualifications
- Previous experience commensurate with role
- Have a contagious passion for food and customer service
- You draw satisfaction from managing, training, and supporting a team
- Financially astute, you are very analytical and know how to create and maintain budgets and drive commercial performance
- Excellent delegation and influencing skills
- Ability to prioritise multiple projects in a fast-paced, multi-faceted, creative environment and able to work well under pressure
- Meticulous organisational abilities; high attention to detail
- Concise and effective verbal and written communication
- Ability to adapt to challenges and opportunities with a solution-oriented perspective
- Excellent strategic thinking and critical reasoning skills
- Works according to the BaxterStorey core values
Additional Information
For almost 20 years, for every client, in every location (whether that’s an office, stadium, cathedral or university), we have created beautiful spaces, exciting menus and friendly teams, so that each and every customer can have the hospitality experience they deserve.
We need the brightest and the best to join us to make this all possible. We will support you to create your hospitality legacy and build a career that you are proud of.
Our drive and belief in our people, means that we always strive to supercharge our team’s careers. ‘Better’ is a daily habit that sits deep within our DNA, meaning learning will be front and centre of your experience working with us.
Join us, and be part of the food revolution!
BaxterStorey Values:
ALWAYS VISIONARY
We strive for better, we never settle, never compromise, never follow. We lead the way, blazing our own trail.
WHOLEHEARTEDLY POSITIVE
We are up-beat, motivating and inspiring. Our love for what we do radiates through our food, and is amplified by our people.
CREATIVELY COLLABORATIVE
We embrace our differences to push creativity and we work together to be better.
FOREVER CONSCIOUS
We work together as a team to lead by example, protecting the planet and supporting local communities.
Interested? Even if you don’t meet all requirements, we’d like to hear from you. If you are motivated and hungry to learn, we can work together to develop your potential.
We are proud to be an inclusive employer and welcome applications from candidates of all backgrounds. We celebrate individuality and are committed to creating an inclusive environment for all employees. We encourage applications from people of all ages, abilities, gender identities, sexual orientations, races, religions, and socio-economic backgrounds.
BaxterStorey is committed to encouraging equity, diversity, and inclusion (ED&I) among our workforce and aim for our workforce to be truly representative of all sections of society, and for each employee to feel respected and able to give their best. To support our commitment to this we have set ourselves an ambition to ‘set the standard and to be recognised for having the most inclusive culture in hospitality’.
Join us and bring your unique perspective to our team.
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Customer Service Manager - Hospitality Airport Lounge employer: BaxterStorey
Contact Detail:
BaxterStorey Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Hospitality Airport Lounge
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality industry, especially those who work at or with BaxterStorey. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team leadership. Think of examples from your past experiences that showcase your skills and passion for hospitality.
✨Tip Number 3
Show your enthusiasm! When you get the chance to meet the team or during interviews, let your passion for delivering exceptional service shine through. It’s all about making that lasting impression!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the BaxterStorey family.
We think you need these skills to ace Customer Service Manager - Hospitality Airport Lounge
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for hospitality shine through! We want to see how much you care about providing exceptional service and creating unforgettable experiences for guests.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in high-end hospitality. We’re looking for specific examples of how you've led teams and exceeded expectations in previous roles.
Be Authentic: Don’t be afraid to show your personality in your application. We value individuality and want to know what makes you unique. Share your story and how it aligns with our values at BaxterStorey.
Apply Through Our Website: For the best chance of success, apply directly through our website. This ensures your application gets to us quickly and efficiently, and we can’t wait to hear from you!
How to prepare for a job interview at BaxterStorey
✨Know Your Stuff
Before the interview, dive deep into BaxterStorey's values and mission. Understand what they mean by 'exceptional experiences' and think of examples from your past that align with this. Being able to discuss how you embody their vision will show you're a perfect fit.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to inspire and lead a team. Prepare specific examples of how you've motivated teams in the past, especially in high-pressure environments. Highlight your mentoring and training experiences to demonstrate your commitment to team development.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of scenarios where you've had to manage customer complaints or operational challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready. Ask about the team culture, ongoing training opportunities, or how they measure success in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.