Lounge Services Team Member Host - FULL TIME - Manchester Airport

Swissport; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a Customer Service Agent to join their dynamic team at an airport lounge. This role involves creating memorable experiences for guests by providing exceptional service, managing food and beverage offerings, and ensuring a welcoming atmosphere. With a focus on teamwork and flexibility, you will play a vital role in maintaining the lounge's high standards. Join a company that values excellence in customer service and offers a range of benefits, including free meals, training opportunities, and a supportive work environment. If you are passionate about hospitality and enjoy working in a fast-paced setting, this position is perfect for you.

Benefits

Free parking

Employee Recognition scheme

Free meals and soft drinks

Uniform provided

Pension scheme

24-hour employee assistance programme

Discounted retail

Discounted access to lounge network

CPD opportunities

Food safety training

Qualifications

• Experience in hospitality or customer service with high interaction.
• Strong communication and numerical skills with attention to detail.

Responsibilities

• Provide a warm welcome and efficient check-in for guests.
• Ensure food and beverage offerings are available and well presented.
• Maintain cleanliness and respond to guest inquiries promptly.

Skills

Customer Service

Communication Skills

Numerical Skills

Teamwork

Flexibility

Attention to Detail

Multilingual (desirable)

Education

Background in Hospitality

Customer Service Experience

Tools

Microsoft Office

Payment Machines

Job description

Overview

Job Title: Customer Service Agent

Company: Swissport

Location: Manchester Airport

Contract Type: Full Time

Hours: 37.5 hours per week, between Monday – Sunday (shift work)

Salary: £12.60 per hour

About the Company:

At Swissport we are Aspire Executive Lounges. With more than 35 years of award-winning hospitality experience, we are Europe’s largest brand of executive lounges and serve over 5 million customers worldwide within 80 lounges, that’s over 14,000 guests per day.

We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘the perfect start’.

About the Role:

As a Lounge Host, you will report to the Team Leader and be a key cross-functional member of the team ensuring guest expectations are met and exceeded, so they leave our lounges feeling Welcome, Relaxed & Energised.

Responsibilities

Key Responsibilities:

All hosts will be multi-skilled and will operate throughout the lounge:

Reception:

• Being remembered by our guests for the right reasons by offering a warm and friendly welcome, efficient check-in process, and setting the scene for their re-energising experience.
• Answer any questions efficiently and direct them to the most applicable area of the lounge for their needs.
• Manage capacity at peak times to maximise the throughput of guests.
• Bid farewell to guests on their departure to optimise the chance of return custom.

Food and Beverage:

• Work as a team to ensure all food and beverage offerings are continually available and well presented.
• Ensure the food self-service and bar areas are presented in a professional and clean manner.
• Prepare food in line with sessional menu presentation guide which includes a variety of meat, vegetarian, and vegan dishes.
• Engage with guests while serving a range of alcoholic and non-alcoholic drinks.
• Guide guests to food and drink options available including knowledge of dietary and allergen information.
• Replenish stock levels when required.

General Host:

• Responsible for clearing and cleaning of tables when guests vacate.
• Maintain high levels of organisation and cleanliness within the lounge at all times.
• Be available to respond to guest questions or comments using high levels of customer service.

Back of House:

• Assist with stock delivery and rotation.
• Waste away services following recycling procedures.
• Load and unload the dishwasher.
• Restock cleaned crockery and dishes.
• Maintain high levels of hygiene in all areas.

Ad hoc reasonable requests by local leadership team will form part of your role. The list above is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Qualifications

Qualifications:

• Background in hospitality or customer services with high levels of customer interaction.
• Excellent communication skills, written and verbal.
• Good numerical skills with a keen eye for attention to detail.
• Computer literate, including using payment machines and Microsoft Office.
• Ability to work as part of a team or be self-motivated to complete tasks.
• Ability to follow processes and procedures and to apply flexibility when required.
• Additional languages desirable.
• Flexible to work shifts covering 0330 – 2100, 7 days a week.

Benefits

• Free parking whilst at work.
• Industry recognised food safety training and qualifications to FSA L2.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Free meals and soft drinks during shifts.
• Uniform provided.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme.
• Discounted retail – Varies by Airport Outlet.
• Discounted access to Aspire lounge network for family and friends.
• Potential for placements to other Lounges within the network.

Join Swissport and become part of a dynamic team dedicated to delivering excellence in customer service and aviation operations.

Swissport is an equal opportunity employer committed to diversity and inclusion in the workplace.