Lounge Host - British Airways Lounges, First Class

BaxterStorey Limited; United Kingdom; On-site; GBP 20,000 - 30,000; Full time

Benefits offered by this job

28 days holiday, including bank holidays

Birthday holiday

Enhanced maternity leave

Free meals on shift

Pension and life insurance

Discounts via Perkbox

Job summary

BaxterStorey Limited is seeking a customer service professional at Heathrow Airport, Terminal 5. This role involves providing a 5-star level of hospitality catering, greeting customers warmly, and ensuring a positive customer experience.

The ideal candidate has experience in a similar role and possesses excellent communication skills, attention to detail, and a friendly disposition. The company promotes inclusivity and encourages applications from all backgrounds.

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 demeanour, with a genuine desire to provide exceptional customer service.
• Ability to work well under pressure and handle customer complaints effectively.

Responsibilities

• Greet customers warmly and create a welcoming atmosphere.
• Take orders accurately and efficiently. Serve food and beverages promptly.
• Handle customer complaints and resolve issues professionally.
• Ensure the lounge is kept clean and tidy.
• Monitor and restock condiments and supplies as needed.

Skills

Customer service skills

Communication skills

Attention to detail

Multitasking ability

Job description

Company Description

Full‑time

Employment Type: Permanent

Location: Heathrow Airport, Terminal 5

Hours of work: 37.5

You will be required to work a combination of early and late shifts. The earliest start is 04:30 with the latest finish time of 22:30. All shifts are for 8 hours.

It is 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.

• 28 days holiday, including bank holidays
• Birthday holiday
• 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
• Access to an employee assistance programme
• Cycle to work scheme

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 professionally and courteously.
• Ensure the lounge is kept clean and tidy, clearing regularly, sweeping, mopping, and taking out rubbish. Clean and sanitise tables, counters, and service areas regularly.
• Monitor and restock condiments, napkins, cutlery, and other supplies as needed.
• Assist in monitoring inventory/stock levels and report any shortages to the management.
• Maintain a positive work environment by fostering teamwork and cooperation.
• Be aware of COSHH regulations and use appropriate protective equipment when using chemicals.
• Adhere to dress code policies and demonstrate excellence.
• Adhere to food safety and hygiene regulations, including temperature controls, storage procedures, and sanitation practices.

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 demeanour, with a genuine desire to provide exceptional customer service.
• Ability to work well under pressure and handle customer complaints effectively.

Inclusive Employer

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’.