Airport Customer Experience Host - Special Assistance

ABM; Stanwell; On-site; GBP 27,298 - 36,933; Full time

Benefits offered by this job

GP access 24/7

Mental health support

Get fit programme

Financial and legal support

Cycle to work scheme

Perks at Work access

Job summary

ABM is seeking a Customer Service Host at Heathrow Airport to greet passengers requiring special assistance, delivering exceptional service from arrival. You will operate from the host desk landside or airside, guiding passengers and coordinating with teams to ensure safe, positive journeys.

The role emphasizes maintaining high standards, understanding passenger needs, and acting as a brand ambassador for ABM.

Qualifications

• Experience in customer service or special assistance.
• Empathetic, calm and professional under pressure.
• Excellent communication and reliability.
• Able to pass background checks and DBS as required.

Responsibilities

• Welcome passengers at the host desk and assess needs to deliver First-Class service.
• Coordinate with CSAs and handling agents to keep passengers informed and transfers smooth.
• Monitor operations and escalate SLA issues to managers to ensure compliant service delivery.

Skills

Customer service

Communication skills

IT systems literacy

Adaptability

Job description

ABM is seeking a Customer Service Host at Heathrow Airport to greet passengers requiring special assistance, delivering exceptional service from arrival. You will operate from the host desk landside or airside, guiding passengers and coordinating with teams to ensure safe, positive journeys.

The role emphasizes maintaining high standards, understanding passenger needs, and acting as a brand ambassador for ABM.