At a Glance
- Tasks: Lead a team to deliver exceptional hospitality in a premium airport lounge.
- Company: Join BaxterStorey, a leader in the hospitality industry with a focus on inclusivity.
- 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 by creating unforgettable experiences for guests.
- Qualifications: Experience in high-end hospitality and a passion for customer service.
The predicted salary is between 39499 - 39499 € per year.
Full-time Employment Type: Permanent
Location: Heathrow Terminal 5
Salary: £39,499.20 per annum
- 28 Days holiday including bank holidays
- Plus your birthday off
- 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
- 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 Customer Services 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 Customer Services Manager who thrives on delivering extraordinary experiences, and loves to inspire a harmonious and collaborative team, we would love to hear from you!
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.
Responsibilities- 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
- Worked within a high-end, fine dining environment
- 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
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 do not simply talk about our culture – we live it. Our commitment is to ensure that each team member is empowered to deliver outstanding service. This approach is reflected in our continuous investment in training, career progression and an inclusive working environment.
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 to have a workforce truly representative of all sections of society, ensuring that each employee feels respected and able to give their best. To support this commitment we have set ourselves an ambition to set the standard and to be recognised for having the most inclusive culture in hospitality.
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.
Customer Service Manager - Hospitality Airport Lounge employer: WSH Group
At BaxterStorey, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions inclusivity and personal growth. Located in the prestigious Heathrow Terminal 5, our Customer Service Manager role comes with a competitive salary, generous holiday allowances, and bespoke training opportunities, ensuring you thrive in a supportive environment while delivering outstanding hospitality experiences. Join us to be part of a team that values your contributions and invests in your future, all while enjoying unique perks like free meals and discounts through our Perkbox app.
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 your connections in the hospitality industry, especially those who work at or know about BaxterStorey. A friendly chat can lead to insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching BaxterStorey’s values and culture. Show us how your passion for exceptional service aligns with our mission to create unforgettable experiences for guests.
✨Tip Number 3
Practice your leadership stories! We want to hear about times you’ve inspired a team or handled challenges in high-pressure situations. Be ready to share specific examples that highlight your skills.
✨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 us you’re genuinely interested in joining our team at BaxterStorey.
We think you need these skills to ace Customer Service Manager - Hospitality Airport Lounge
Some tips for your application 🫡
Show Your Passion:Let your enthusiasm for hospitality shine through in your application. We want to see how much you care about delivering exceptional service and creating unforgettable experiences for guests.
Tailor Your CV:Make sure your CV highlights relevant experience in high-end hospitality. We’re looking for specific examples of how you've led teams and exceeded expectations, so don’t hold back!
Craft a Personal Cover Letter:Your cover letter is your chance to tell us why you’re the perfect fit for this role. Share your leadership style and how you inspire your team to achieve excellence in service.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with BaxterStorey!
How to prepare for a job interview at WSH Group
✨Know Your Stuff
Before the interview, make sure you research BaxterStorey and their values. Understand their commitment to exceptional service and how they create memorable experiences for guests. This will help you align your answers with their expectations.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to inspire and lead a team. Prepare examples of how you've successfully motivated teams in the past, especially in high-pressure environments. Highlight your mentoring and training experiences to demonstrate your ability to develop others.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of specific scenarios where you’ve had to adapt quickly or resolve conflicts, particularly in hospitality settings. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Your Passion for Hospitality
BaxterStorey is looking for someone who genuinely loves delivering exceptional service. Be prepared to discuss what hospitality means to you and share personal anecdotes that reflect your passion for creating unforgettable guest experiences.
