Customer Service Manager - Hospitality Airport Lounge

WSH Group; Hounslow; Vor Ort; GBP 36.000 - 43.000; Vollzeit

Benefits dieser Stelle

28 days holiday

Birthday off

Volunteering days

Grandparent leave

Enhanced maternity leave

Secondary carer leave

Wedding leave

Free meals

Training & development

Apprenticeships

Pension and life insurance

Perkbox discounts

Wellbeing hub

Employee assistance

Cycle to work

Zusammenfassung

BaxterStorey at Heathrow Terminal 5 seeks a Customer Services Manager to lead a premium lounge team, delivering flawless hospitality and guest experiences. You will drive service excellence, oversee budgets, and collaborate with the Lounge General Manager to sustain a world-class environment.

The role emphasizes people leadership in a high-end setting, with a strong focus on guest satisfaction, operational standards, and continuous development for staff.

Qualifikationen

• Strong leadership in a hospitality setting with a guest-centric approach.
• Experience delivering high-end service in a premium lounge or hotel.
• Ability to manage budgets, KPI targets and stakeholder relationships.

Aufgaben

• Lead, inspire, and support your team to deliver exceptional standards.
• Build strong relationships with clients and stakeholders across the business.
• Develop your team through mentoring, training, and empowerment.
• Foster a culture of excellence with food standards and service innovation.
• Achieve KPIs including Health and Safety, Sustainability, and governance.

Kenntnisse

People leadership

Hospitality

Customer service

Budgeting

Communication

Strategic thinking

Analytical

Team motivation

Jobbeschreibung

Title: Customer Service Manager

Location: Heathrow Terminal 5

Salary: £39,499.20 per annum

Hours: 40hrs pw, earliest start time is 04.30am

Benefits:

• 28 Days holiday including bank holidays
• Plus your birthday off
• 3 volunteering days
• 3 days grandparent leave
• 24 weeks enhanced maternity leave
• Secondary carerleave
• 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
• Wellbeing hub
• 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 ServicesManager 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 ServicesManager 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.

You key responsibilities are to:

• Lead, inspire, collaborate and support your direct reports to deliver consistently exceptional standards
• Build positive, credible and collaborativerelationships & communication methods with clientsand 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 dinning environment
• Previous experience commensurate with role
• Have a contagiouspassion 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