Lounge Host - CCR Lounge

BaxterStorey Limited; Greater London; On-site; GBP 13,776 - 20,664; Full time

Benefits offered by this job

28 Days holiday, including bank holidays

Birthday holiday

24 weeks' enhanced maternity leave

Free meals on shift

Bespoke training opportunities

Employee assistance programme

Pension and life insurance

Job summary

BaxterStorey Limited is looking for a dedicated lounge host at Heathrow Airport to deliver a 5-star level of hospitality. Your role will involve greeting customers, taking orders, and ensuring a clean, welcoming environment. You will need previous customer service experience and excellent communication skills.

The position requires working early and late shifts, with a starting time as early as 04:30. Benefits include 28 days of holiday, free meals, and training opportunities. Join us in providing exceptional service at British Airways Lounges.

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 serve food and beverages promptly.
• Handle customer complaints and resolve issues professionally.
• Ensure the lounge is kept clean and tidy.
• Monitor and restock supplies as needed.
• Ensure adherence to food safety and hygiene regulations.

Skills

Customer service experience

Excellent communication

Attention to detail

Multitasking ability

Friendly demeanour

Ability to handle pressure

Teamplayer

Cultural awareness

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 is important you live a commutable distance from Heathrow 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

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.
• Adhere 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 demeanour, 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.

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 aims 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 we have set ourselves an ambition to ‘set the standard and to be recognised for having the most inclusive culture in hospitality’.