Airport Lounge Experience Host

Sodexo; Hounslow; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Employee benefits

Job summary

Sodexo Live! is hiring a Lounge Receptionist for United Airlines Lounges at Heathrow Terminal 2. You will welcome guests, verify access, register guests, and provide information on facilities and flight details.

Maintain records, manage queues, and support management with guest trends and operational concerns. The role requires handling high volumes of guests in a fast-paced environment and prior airport or premium service experience is advantageous.

Qualifications

• Previous experience in a customer-facing role within hospitality, aviation, hotel, lounge, retail, or premium service environments.
• Experience dealing with high volumes of customers in a fast-paced environment.
• Proven experience handling customer enquiries, complaints, and service recovery.
• Experience working with reservation, booking, or guest management systems is desirable.
• Experience within an airport or airline environment is advantageous.

Responsibilities

• Welcome all guests in a friendly, professional, and engaging manner.
• Verify lounge access eligibility using airline systems, boarding passes, membership credentials, and applicable policies.
• Register guests accurately and maintain records in accordance with company procedures.
• Provide information regarding lounge facilities, services, flight information, and airport-related enquiries.
• Manage guest queues efficiently and coordinate lounge entry during peak operating periods.
• Handle guest feedback, complaints, and service recovery situations, escalating issues where necessary.
• Support the Lounge Management team by communicating operational concerns and guest trends.
• Liaise with airline representatives, airport stakeholders, and lounge colleagues to ensure a seamless guest experience.
• Answer telephone calls and electronic enquiries professionally and promptly.
• Monitor lounge occupancy levels and communicate capacity concerns to management.
• Maintain reception areas to the highest standards of cleanliness, presentation, and organization.
• Comply with all health and safety, security, GDPR, and operational procedures.
• Assist with administrative duties, reporting, and record keeping as required.
• Carry out any other reasonable duties requested by the Lounge Manager, General Manager, or Senior Management team to support business needs.

Skills

Customer service

Hospitality experience

Aviation experience

Guest management systems

Tools

Reservation systems

Guest management systems

Job description

Sodexo Live! is hiring a Lounge Receptionist for United Airlines Lounges at Heathrow Terminal 2. You will welcome guests, verify access, register guests, and provide information on facilities and flight details.

Maintain records, manage queues, and support management with guest trends and operational concerns. The role requires handling high volumes of guests in a fast-paced environment and prior airport or premium service experience is advantageous.