General Assistant - Aer Lingus Lounge

WSH Group; Hounslow; On-site; GBP 16,000 - 23,000; Full time

Benefits offered by this job

28 Days holiday including bank hols

Birthday holiday

Free meals on shift

Pension and life insurance

Cycle to work scheme

Wellbeing hub

Job summary

BaxterStorey is hiring for a General Assistant at Heathrow Airport’s lounge. The role involves delivering 5‑star hospitality, greeting guests, taking orders, serving meals and beverages, and maintaining clean, safe lounge areas.

Shifts include early and late starts; the position requires working 40 hours across 4 days on/2 days off. Benefits include generous holiday, meals on shift, and training opportunities within a dynamic team.

Qualifications

• Experience in a customer service role, preferably in hospitality or cafe settings.
• Excellent communication and interpersonal skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Friendly and approachable demeanor with a customer‑focused attitude.
• Ability to work well under pressure and handle customer issues professionally.

Responsibilities

• Greet customers warmly and create a welcoming atmosphere.
• Take orders accurately and efficiently.
• Serve food and beverages promptly with attention to detail.
• Handle complaints professionally and resolve issues.
• Set up and arrange lounge furniture, ensure cleanliness.
• Maintain hygiene and safety standards and restock supplies.
• Monitor inventory and report shortages to management.

Skills

Customer service

Communication

Attention to detail

Multitasking

Team player

Job description

Company Description

Title: General Assistant, Full-time,

Location: Heathrow Airport, Terminal 2

Salary: £14.33

Hours of work: 40hrs (4days on 2days off)

You will be required to work a combination of early and late shifts. The earliest start is 04:00 with the latest finish time of 22:30. All shifts are for 9 hours with a 30 minute break.

This is a varied role where shifts are based on the task. One shift, you may be opening the lounge by preparing breakfast and have full responsibility of the kitchen. The next shift, you may be performing house keeping duties alongside acting as a Host and food runner.

The shift hours are as follows -

• Chef04:00am to 13:00pm / 13:30pm - 22:30pm
• Host 05:00am - 14:00pm / 13:30pm - 22:30pm
• Housekeeping 06:00am - 15:00pm / 13:30pm - 22:30pm

It's important you live a commutable distance from the airport if you rely on public transport, considering the start and finish times. For those who drive, free car parking is provided.

As this role is based at Heathrow Airport, you will be required to complete mandatory pre‑employment checks. These include providing 5 years of verifiable employment history, undergoing a UK DBS check, and, if you have lived outside the UK for more than 6 months, obtaining an overseas Police Clearance Certificate from the relevant UK‑based embassy.

Benefits:

• 28 Days holiday, including bank holidays
• Birthday holiday
• 3 volunteering days
• 3 days grandparent leave
• 24 weeks' enhanced maternity leave
• Secondary Carer leave
• Wedding/commitment day leave
• Free meals on shift
• Bespoke training and development opportunities
• Apprenticeship opportunities for all experience levels
• Pension and life insurance
• Discounts available on our Perkbox app; high street shops, holidays & cinema
• Wellbeing hub
• Access to an employee assistance programme
• Cycle to work scheme

If you’re looking for a career that offers flexibility, excitement, and progression, then contract catering could be for you! At BaxterStorey, our career opportunities span industries from retail fashion to motorsport within roles across marketing, people development, sustainability, supply chain and more.

We invest heavily in training and development to give our people the confidence and industry knowledge to push the boundaries of hospitality excellence. There is endless opportunity to climb the career ladder (at any age or stage of your career!) and we offer over 500 courses across our business, from NVQ qualifications to our award‑winning Chef Academy, supporting you whether you’re starting or developing your skills as a lounge host.

Whenever customers visit the Aer Lingus Lounge at Heathrow Airport, you’ll be there as a lounge host to greet them with 5‑star, BaxterStorey service. Friendly, confident and professional, you’ll be the face of our bespoke operation, making sure that delicious food and relaxation are available to every visitor.

Job Description

Job Description:

To provide a professional, 5-star level of hospitality catering, ensuring that company standards are maintained and that the customer experience is always a positive one.

• Greet customers warmly and create a welcoming atmosphere
• Take orders accurately and efficiently
• Serve food and beverages promptly, maintaining a high level of attention to detail
• Handle customer complaints and resolve issues in a professional and courteous manner
• Set up tables, chairs, and other lounge furniture and arrange them appropriately
• Clean and sanitize tables, counters, and service areas regularly
• Ensure the lounge is kept clean and tidy by clearing regularly, sweeping, mopping, and taking out rubbish
• Monitor and restock condiments, napkins, cutlery, and other supplies as needed
• Assist in monitoring inventory / stock levels and report any shortages to the management
• Communicate effectively with team members to ensure smooth operations
• Maintain a positive work environment by fostering teamwork and cooperation
• Be aware of COSHH regulations and use appropriate protective equipment when using chemicals
• Adhering to appropriate dress code policies.
• Adhere to food safety and hygiene regulations to maintain a safe environment
• Follow proper hand hygiene procedures and maintain personal cleanliness
• Ensure the café is compliant with health and safety standards at all times
• Assist in the preparation of ingredients and mise en place for various dishes, ensuring high standards of quality, taste, and presentation are met
• Maintain a clean and organised workstation, ensuring all ingredients, utensils, and equipment are readily available and in good working condition
• To ensure the lounges, shower and toilets areas are in a clean and tidy state at all times
• Adhere to proper food safety and hygiene standards, including temperature controls, storage procedures, and sanitation practices, to maintain a safe and clean kitchen environment

Qualifications

• Previous experience in a similar customer service role, preferably in a café, hotel or restaurant setting.
• Excellent communication and interpersonal skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Friendly and approachable demeaner, with a genuine desire to provide exceptional customer service.
• Ability to work well under pressure and handle customer complaints effectively.

Additional Information

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.

Interested? Even if you don’t meet all requirements, we’d like to hear from you. If you are motivated and hungry to learn, we can work together to develop your potential.

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.