Customer Service Manager - Hospitality Airport Lounge

Baxterstore; Hounslow; Sur place; GBP 36 000 - 43 000; Plein temps

Avantages offerts par ce poste

28 Days holiday including bank holiday

Birthday off

Maternity leave - 24 weeks enhanced

Pension and life insurance

Free meals on shift

Cycle to work scheme

Discounts via Perkbox

Employee assistance programme

Résumé du poste

BaxterStorey at Heathrow Terminal 5 is seeking a Customer Services Manager to lead a premium lounge team in a fast‑paced hospitality environment. You will motivate staff, uphold exceptional guest experiences and ensure smooth daily operations.

You will partner with the Lounge General Manager, drive training, health and safety, and budget awareness while delivering consistent, high‑end service in line with BaxterStorey standards.

Qualifications

• Experience leading teams in hospitality environments.
• Strong communication and guest-service focus.
• Budget awareness and financial acumen.

Responsabilités

• Lead, inspire and support direct reports to deliver consistently exceptional standards.
• Build relationships with clients and stakeholders to ensure seamless operation.
• Develop the team through mentoring, training and empowerment.
• Create a culture of excellence balancing food standards and thoughtful service.
• Meet KPI targets including health & safety, sustainability and governance.

Connaissances

Leadership

Customer service

Communication

Budgeting

Analytical thinking

Description du poste

Customer Service Manager - Hospitality Airport Lounge

• Full-time
• Employment Type: Permanent
• Compensation: GBP 18.99 - GBP 18.99 - monthly

Title: Customer Service Manager

Location: Heathrow Terminal 5

Salary: £39,499.20 per annum

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

• 28 Days holiday including bank holidays
• Plus your birthday off
• 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
• 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 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 need the brightest and the best to join us to make this all possible. We will support you to create your hospitality legacy and build a career that you are proud of.

Our drive and belief in our people, means that we always strive to supercharge our team’s careers. ‘Better’ is a daily habit that sits deep within our DNA, meaning learning will be front and centre of your experience working with us.

Join us, and be part of the food revolution!

BaxterStorey Values:

ALWAYS VISIONARY

We strive for better, we never settle, never compromise, never follow. We lead the way, blazing our own trail.

WHOLEHEARTEDLY POSITIVE

We are up-beat, motivating and inspiring. Our love for what we do radiates through our food, and is amplified by our people.

CREATIVELY COLLABORATIVE

We embrace our differences to push creativity and we work together to be better.

FOREVER CONSCIOUS

We work together as a team to lead by example, protecting the planet and supporting local communities.

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 aim for our workforce to be truly representative of all sections of society, and for each employee to feel respected and able to give their best. To support our commitment to this we have set ourselves an ambition to ‘set the standard and to be recognised for having the most inclusive culture in hospitality’.

Join us and bring your unique perspective to our team.