Lounge Services Team Member Host - FULL TIME - Manchester Airport

Swissport; Wythenshawe; On-site; GBP 16,000 - 22,000; Full time

Benefits offered by this job

Free parking

Food safety training & CPD via Aspire

Employee recognition scheme

Free meals and soft drinks during or/

Uniform provided

Pension scheme with employee contrib.

24-hour employee assistance programme

Discounted retail by airport outlets

Discounted Aspire lounge access for家

Job summary

Swissport Manchester Airport is seeking a proactive Customer Service Agent to welcome guests, manage lounge operations, and ensure an outstanding experience across reception, food & beverage, and general hosting tasks.

You will work 37.5 hours per week on a shift pattern that covers early mornings through late evenings, including weekends. A Night Shift Allowance is provided for eligible hours with added pay of 0.85 per hour for night-time periods.

Qualifications

• Background in hospitality or customer services with high levels of customer interaction.
• Excellent communication skills, written and verbal.
• Good numerical skills with 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

Responsibilities

• Welcome guests warmly and provide efficient check-in in the lounge.
• Answer questions and direct guests to the appropriate area.
• Manage lounge capacity at peak times to maximise throughput.
• Bid farewell to guests to encourage return visits.
• Work as a team to maintain food and beverage presentation and availability.
• Engage with guests while serving drinks and assisting with self-service areas.
• Assist with stock delivery, rotation and hygiene across back-of-house areas.

Skills

Customer service

Hospitality experience

Communication skills

Numerical skills

Computer literacy

Teamwork

Multilingual (additional languages)

Tools

Microsoft Office

POS systems

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: £13.89 per hour,

Introduction of a Night Shift Allowance of0.85ph with hours worked between 23:59pm - 06:00am.

About the Company:

At Swissport we are Aspire Executive Lounges. With more than 35 years of ward 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 directing them to the most applicable area of the lounge for their needs.
• Managing 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:

• Working 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
• Food preparation 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 and
• 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.
• Loading and unloading of the dishwasher.
• Restocking of cleaned crockery and dishes.
• Maintaining 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.

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