Premium Airport Lounge Service Leader

Baxterstore; Hounslow; On-site; GBP 36,000 - 43,000; Full time

Benefits offered by this job

28 Days holiday including bank holiday

Birthday off

Maternity leave - 24 weeks enhanced

Pension and life insurance

Free meals on shift

Cycle to work scheme

Discounts via Perkbox

Employee assistance programme

Job summary

BaxterStorey at Heathrow Terminal 5 is seeking a Customer Services Manager to lead a premium lounge team in a fast‑paced hospitality environment. You will motivate staff, uphold exceptional guest experiences and ensure smooth daily operations.

You will partner with the Lounge General Manager, drive training, health and safety, and budget awareness while delivering consistent, high‑end service in line with BaxterStorey standards.

Qualifications

• Experience leading teams in hospitality environments.
• Strong communication and guest-service focus.
• Budget awareness and financial acumen.

Responsibilities

• Lead, inspire and support direct reports to deliver consistently exceptional standards.
• Build relationships with clients and stakeholders to ensure seamless operation.
• Develop the team through mentoring, training and empowerment.
• Create a culture of excellence balancing food standards and thoughtful service.
• Meet KPI targets including health & safety, sustainability and governance.

Skills

Leadership

Customer service

Communication

Budgeting

Analytical thinking

Job description

BaxterStorey at Heathrow Terminal 5 is seeking a Customer Services Manager to lead a premium lounge team in a fast‑paced hospitality environment. You will motivate staff, uphold exceptional guest experiences and ensure smooth daily operations.

You will partner with the Lounge General Manager, drive training, health and safety, and budget awareness while delivering consistent, high‑end service in line with BaxterStorey standards.