Airport Customer Experience Host – First‑Class Service

ABM; United Kingdom; On-site; GBP 27,301 - 36,932; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Life Event Counseling

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work

Job summary

ABM at Heathrow Airport is seeking a Customer Service Host to welcome and assist passengers requiring special assistance. You will work from the host desk, landside or airside, delivering first-class service from arrival through to the journey onward.

You will coordinate with management to maintain high standards, support operational flow, and act as a brand ambassador for ABM. The role requires flexibility for weekends and early shifts and the ability to meet security and DBS requirements.

Qualifications

• You must have valid right-to-work documentation.
• A 5-year checkable history is required.
• Ability to pass a basic DBS check (and overseas check if applicable).
• You must obtain an airside security pass and be able to work weekends and very early mornings.

Responsibilities

• Deliver First-Class Customer Experiences: act as the primary ambassador at the host desk (landsides or airside).
• Manage and facilitate the passenger experience: book into tracking system and support on-time departures and connections; keep passengers informed during delays.
• Ensure standards and escalate quickly: monitor the environment, ensure CSAs are equipped and trained, escalate SLA failures to deploy agents quickly.

Skills

Customer service

Communication

IT systems

Problem solving

Job description

ABM at Heathrow Airport is seeking a Customer Service Host to welcome and assist passengers requiring special assistance. You will work from the host desk, landside or airside, delivering first-class service from arrival through to the journey onward.

You will coordinate with management to maintain high standards, support operational flow, and act as a brand ambassador for ABM. The role requires flexibility for weekends and early shifts and the ability to meet security and DBS requirements.