Lounge Senior Supervisor

Arena One GmbH; Hounslow; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Refer a friend scheme

On-site meals

In-house training

Career development

Global opportunities

Job summary

DO & CO at Heathrow Airport seeks a capable Lounge Senior Supervisor to oversee daily lounge operations, staff coordination, and guest service excellence. You will lead Lounge Hosts, Front of House and Chefs, ensuring the highest standards of food quality, service and hygiene while maintaining strong partnerships with the Qatar Management Team on site and the DO & CO family.

The role emphasizes leadership, reliability, and proactive guest engagement across a seven-day schedule, including

Qualifications

• Must have previous experience in a similar role.
• Passion for food and motivation to deliver exceptional service.
• Well presented, professional with a can-do, positive attitude that indulges in team success.
• Strong, dependable leader to maintain the high DO & CO standards at any given moment.
• Great communication skills, written and verbal English.
• Flexible in the way you think, making decisions efficiently and handling change to ensure everything we do is right for our partners and the DO & CO family.
• Energy and drive to deliver results beyond expectations and have a problem-solving mentality.
• Flexibility in regards to your work availability is essential as the Lounge operates 7 days a week, including evenings, weekends and public holidays.
• Right to work in the UK

Responsibilities

• Supervise lounge staff and ensure high quality products and service to passengers; act as main reference for Qatar staff and guests.
• Own your shift to ensure the lounge is well-stocked and clean per specification.
• Deliver excellent customer service with in-depth knowledge of our products and services.
• Manage and lead the Lounge team including Lounge Hosts, Front of House, and Chefs.
• Ensure quality of food and guest services, hygiene and tidiness of all service areas.
• Support the Qatar Lounge Manager with staff performance through regular meetings and appraisals.
• Draft informative shift reports and coordinate with Qatar or DO & CO contacts daily.

Skills

Leadership

Communication

Customer service

Food service

Teamwork

Right to work

Job description

Our production unit takes pride in offering top-tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one-of-a-kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first-class service, and an exquisite range of menu options that are sure to impress.

Job Description

The Lounge Senior Supervisor will be responsible for the day to day running of the operation of the Qatar Lounge at Heathrow Airport. You will be responsible for managing the execution, direction and coordination of all lounge operating procedures. This can include but not be limited to organizing schedules, liaising with other departments and suppliers. As the Lounge Senior Supervisor you will ensure staff are aware of the role expectations and what their duty entails. You will play a major part in supporting, leading and delivering exceptional food and service, maintaining the high reputation of DO & CO with our partners. You will always aim to be a great leader, enjoy taking full responsibility for your actions and encourage team success.

We are looking for someone who is good at building great partnerships with our client, Qatar Management Team on site and DO & CO family at our DO & CO unit.

• To supervise lounge staff and ensure that they provide high quality products and service to passengers, while being the main point of reference for Qatarstaff as well as guests in the event of remarks, suggestions and complaints
• To take ownership on your shift to ensure the staff keep the lounge well-stocked and clean in line with specification
• Deliver excellent customer service with an in-depth knowledge of our products and services
• Grooming as per standard, wearing your uniform with pride. Engaging with guests and ready to go the extra mile with a smile. Proactive and professional when taking food orders and serving food/beverages. Assisting with any ad-hoc duties when required
• Plan, manage, lead, deliver and present the food and beverages as per the food specification
• Manage and lead the Lounge team, which will include Lounge Hosts, Lounge Front of House, and Lounge Chefs.
• Supervise the work completed to operate the lounge
• Ensure the quality of food, guest services. Hygiene, cleanliness and tidiness of all service areas achieve customer satisfaction
• Support the Qatar Lounge Manager with staff performance through regular one to one meetings and appraisals
• Taking responsibility for all your actions, support your team, and celebrate successes as a family
• Check with passengers to ensure that they are enjoying their meals and immediately follow up on any issues, queries or complaints
• Describe and recommend wines and spirits to passengers
• Anticipate customers needs by proposing additional meals or drinks
• Check preparations for the next day by the end of the night shift and instruct the team to do additional tasks in case the preparations do not meet the requirements
• Coordinate and plan production to ensure a full buffet throughout the day, but avoid wastage at the end of he day by over-production
• Communicating with staff regarding shift plan changes or extended work hours due to flight delays
• Write an informative shift report at the end of each shift, summarizing important events and occurrences during the shift
• Submit any other necessary paperwork to Qatar or DO & CO contacts on a daily basis, as instructed by the Lounge Manager
• To uphold all Health and Safety, EHO, accident reporting, and other mandatory training schedules are fully adhered to and records completed are up to date
• To be responsive to, and organize roster changes, communicating any changes to the relevant staff in a timely manner appropriately and updating payroll as required
• Willingness to help other team members wherever possible and to understand the flexibility required when business levels peak
• To undertake any reasonable requests made of you by the company including flexibility in hours, location and responsibilities

Qualifications

• Must have previous experience in a similar role
• Passion for food and motivation to deliver exceptional service
• Well presented, professional individual with a can-do, positive attitude that indulges in team success
• Strong, dependable leader that will happily join and assist the team to maintain the high DO & CO standards at any given moment
• You will be someone with great communication skills, written and verbal English, and works well in a team, while being ready to roll up your sleeves and do what is needed to give our partners great service
• Flexible in the way you think, making decisions efficiently and handing change to ensure everything we do is right for our partners and the DO & CO family
• Energy and drive to deliver results beyond expectations and have a problem-solving mentality
• Flexibility in regards to your work availability is essential as the Lounge operates 7 days a week, including evenings, weekends and public holidays.
• Right to work in the UK

Additional Information

We believe that our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a member of our team, you will have access to a range of benefits, including:

• Enjoy perks by referring your friends through our Refer a Friend Scheme
• Save money and time with On-Site Free Meals
• Expand your skills and knowledge through our in-house training opportunities.
• A business where you can have a real impact, we’re not afraid of new ideas!
• Genuine career development opportunities, both nationally and internationally
• The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market

DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status