Team Host - London Heathrow Airport in Slough

Line Manager: Assistant Lounge Manager

Location: Heathrow Airport

Contract: Full Time (37.5 hours per week)

Salary: £13.78 per hour

Shift Pattern: Two early shifts (4.30am-2pm), then two late shifts (1.30pm-11pm), then two days off.

PURPOSE

No1 Lounges is a premium, independent airport lounge brand, with operations in Gatwick, Heathrow, Birmingham and Luton. We provide passengers with the opportunity to make the most of their pre-flight time, welcoming over one million guests per year from all airlines and cabin classes to indulge in a wide range of facilities. As Team Host, you deliver excellent service and champion the guest experience across the lounge. You work as part of a team and are multi-skilled to perform a variety of roles within the lounge. You are a brand ambassador for No.1 Lounges and engage with each guest to deliver a great experience every time. Whilst upholding No1’s company values, having the passion to create memorable experiences; committed to excellence with your service; embracing creativity in your role; being part of our community.

ROLE

• Bar: As a bartender, you provide a speedy, personable service, maintaining consistently high levels of drinks service. Serving all drinks to the Set Operating Procedure (SOP), upselling premium drinks as well as being consistent and compliant. You will engage with every guest, plan ahead to keep the bar clean and well stocked with all drink products, process electronic payments for premium drinks and reconcile bar spend at the end of the work day as per company procedure.
• Floor: Ownership of your section(s) as allocated on shift – you will be responsible for taking pride in your area and having a keen eye for a clean and tidy lounge in line with ‘SHAPE’ (Section, Hygiene, Availability, Presentation and Engagement) Essentials. Each section should be well-presented at all times. While clearing/resetting tables and maintaining your sections, you will engage with guests.
• Food Service: You will run food from the kitchen to guests and look after any self‑serve food area. You will check that food leaving the kitchen looks well‑presented and that all food safety checks have been completed. You may need to restock buffet‑style pantry areas and hot and cold drinks stations in line with SOP.
• Reception: You are the first impression and set the tone for each guest's experience. By offering the warmest welcome and a smooth and informative check‑in, you will ensure that our guests feel at ease and ready to sit back and relax. You will understand all channels of entry into the lounge and how to process lounge visitor check‑ins correctly including informing guests if the lounge is at capacity. End‑of‑day reconciliation and billing will be completed accurately and on time at the end of your shift.

RESPONSIBILITIES

• Deliver excellent customer service with an in-depth knowledge of our products & services.
• Follow all food and beverage handling guidelines in line with No.1 company policies and procedures.
• Complete end-of-shift reconciliation and billing (as appropriate).
• Inform your Team Leader and/or Assistant Lounge Manager of any Health and Safety issues during your shift.
• Act on any new company updates and/or training in a timely manner.
• Assist with any ad‑hoc duties when required such as back‑of‑house duties.
• Always be organised and prepared.
• Possibly be assigned Team Host Buddy status and coach new starters in their role. New starters may shadow your work and you will demonstrate how to perform tasks and adopt the No.1 approach to customer service.

GENERAL

• You will be working in shifts, so arriving on time for the start of your shifts and logging your shifts using the No. 1 time management system is important.
• You must comply with all policies and procedures as written in the Employment Handbook and SOPs.
• Always uphold confidentiality of personal customer information and take reasonable precautions to protect the information accessed or used in your work in line with UK GDPR regulations.
• Be willing to help other team members wherever possible and understand the flexibility required when business levels peak and trough.
• Undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities.
• Have a clean and presentable uniform in line with company standards.
• Engage with every guest – be ready to go the extra mile, each guest deserves a ‘hello’, ‘goodbye’ and a smile!

EXPERIENCE LEVEL

• Previous experience in a customer service role is an advantage.
• Good command of the English language – written and spoken.
• Enjoying engaging with customers is an essential part of the role.
• Previous experience in a similar position and/or experience of shift work is an advantage.
• Computer literacy or familiarity with reception and electronic payment handling is desirable.
• An interest in the travel hospitality sector.
• Speaking additional languages is useful but not essential.

BENEFITS

• 28 days paid holiday annually.
• Company cash‑back healthcare scheme, which allows you to claim back the cost of care such as dental, optical and therapy treatments.
• Complimentary staff parking provided at the airport whilst you are on shift.
• Complimentary staff meal during your shift.
• 5 complimentary lounge visits each year.
• Discounted Gym Memberships, just check which gyms offer discounts in your local area.
• 25% discount for lounge visits for your friends and family.
• Employee of the Month Reward & Recognition schemes – the chance for your hard work and dedication to be awarded with a £50 voucher every month.
• 24 hour confidential employee assistance programme, which supports our employees with personal problems and/or work‑related problems that may impact their job performance, health, mental and emotional well‑being.
• Workplace Pension Scheme with Aviva, which you will be automatically enrolled into if you are between the age of 22 and the state pension age.