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- Tasks: Lead a dynamic team to deliver exceptional customer service in a premium airport lounge.
- Company: Join BaxterStorey UK, a leader in hospitality with a focus on inclusivity and growth.
- Benefits: Enjoy 28 days holiday, free meals, and bespoke training opportunities.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
- Why this job: Make a real impact in a high-end environment while developing your career.
- Qualifications: Experience in fine dining and a passion for customer service are essential.
The predicted salary is between 39499 - 39499 £ per year.
Company: BaxterStorey UK
Location: Hounslow, England, TW6
Country: United Kingdom
Salary: £39,499.20 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
We believe that every interaction is an opportunity to create a lasting impression. We are looking for a Customer Services Manager who motivates their team to exceed expectations at every turn. This role offers an inclusive environment that encourages growth and celebrates diversity. 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.
Responsibilities include:
- 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
- Mentor, train, recognise and empower your team
- 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:
- Experience working within a high‑end, fine dining environment
- Previous experience commensurate with role
- Passion for food and customer service
- Experience managing, training and supporting a team
- Financially astute, adept at creating and maintaining budgets and driving commercial performance
- Excellent delegation and influencing skills
- Ability to prioritise multiple projects in a fast‑paced, multi‑faceted, creative environment and work well under pressure
- Meticulous organisational abilities; high attention to detail
- Concise and effective verbal and written communication
- Adaptability with a solution‑oriented perspective
- Excellent strategic thinking and critical reasoning skills
- Works according to the BaxterStorey core values
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 aims 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, we have set an ambition to be recognised for having the most inclusive culture in hospitality. If you are motivated and hungry to learn, we can work together to develop your potential.
Customer Service Manager - Hospitality Airport Lounge in London employer: BaxterStorey
Contact Detail:
BaxterStorey Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Hospitality Airport Lounge in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at BaxterStorey or similar companies. A friendly chat can open doors and give you insider info on what they’re looking for.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for hospitality during interviews. Share specific examples of how you've gone above and beyond for customers in the past. This will help us see your commitment to creating exceptional experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on our radar!
We think you need these skills to ace Customer Service Manager - Hospitality Airport Lounge in London
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for the hospitality industry shine through. Share specific experiences that highlight your commitment to exceptional customer service and how you’ve gone above and beyond in previous roles.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the key responsibilities and qualifications mentioned in the job description. We want to see how your skills align with what we’re looking for, so don’t be shy about showcasing relevant experiences!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm at a glance.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that your application is received promptly and allows us to process it efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at BaxterStorey
✨Know Your Stuff
Before the interview, make sure you research BaxterStorey and their values. Understand what they stand for, especially their commitment to inclusivity and exceptional service. This will help you align your answers with their expectations and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to inspire and lead your team. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring and empowering others. Highlight any specific achievements that demonstrate your ability to create a culture of excellence.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of scenarios where you've had to prioritise multiple tasks or resolve conflicts within a team. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready to ask. Inquire about the team dynamics, training opportunities, or how BaxterStorey measures success in their lounges. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.