Lounge Host - CCR Lounge

BaxterStorey; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

28 days holiday incl bank holidays

Birthday holiday

Maternity leave 24 weeks

Secondary Carer leave

Wedding/commitment day leave

Free meals on shift

Training & development opportunities

Apprenticeship opportunities

Pension and life insurance

Perkbox discounts

Employee assistance programme

Cycle to work

Job summary

BaxterStorey at Heathrow Airport is seeking a lounge host to deliver 5-star hospitality in our British Airways Lounges. You will greet guests, take orders, serve food and drinks, and maintain a spotless, compliant lounge environment.

You'll work shifts starting as early as 04:30 and finishing by 22:30, averaging 8 hours per shift. We offer extensive training, career progression, and a comprehensive benefits package including meals on shift and generous holiday entitlement.

Qualifications

• Experience in customer service roles in cafe/hotel/restaurant 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 genuine desire to provide exceptional customer service.
• Ability to work well under pressure and handle customer complaints effectively.
• Willingness to learn and progress.
• Be honest and trustworthy.
• Teamplayer.
• Respectful.
• Flexible.
• Adaptable.
• Possess cultural awareness and sensitivity.
• Ability to remain tactful, calm, and persuasive in controversial and/or confrontational situations.

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 remains clean and tidy; sanitise tables and service areas.
• Monitor and restock condiments, napkins, and cutlery.
• Assist in monitoring inventory and report shortages.
• Foster teamwork and maintain a positive work environment.
• Follow COSHH regulations and use protective equipment when handling chemicals.
• Adhere to dress code and maintain high standards of personal hygiene.
• Follow food safety and hygiene regulations to ensure a safe environment.

Skills

Customer service experience

Excellent communication

Attention to detail

Friendliness and approachability

Dealing with complaints

Willingness to learn

Honesty and trustworthiness

Team player

Respectful

Flexibility

Adaptability

Cultural awareness

Calm under pressure

Job description

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's important you live a commutable distance from the airport if you rely on public transport, considering the start and finish times. For those of you 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

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 British Airways Lounges 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

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.
• Adhering to dress code policies. Demonstrate excellence
• Adhere to food safety and hygiene regulations to maintain a safe environment.
• Follow proper hand hygiene procedures and maintain personal cleanliness.
• 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.
• Willingness to learn and progress
• Be honest and trustworthy
• Teamplayer
• Respectful
• Flexible
• Adaptable
• Possess cultural awareness and sensitivity
• Ability to remain tactful, calm, and persuasive in controversial and/or confrontational situations.

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.