Premium Lounge Customer Service Manager

Baxterstorey

Hounslow

On-site

GBP 36,000 - 48,000

Full time

3 days ago

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Benefits offered by this job

28 days holiday including bank

Birthday off

Maternity leave

Carer leave

Wedding/commitment day leave

Free meals on shift

Training and development

Apprenticeships opportunities

Pension and life insurance

Perkbox discounts

Employee assistance programme

Cycle to work

Job summary

BaxterStorey is seeking a proactive Customer Service Manager to lead a premium Business Class Lounge team at Heathrow Airport. You will oversee service delivery, mentor staff, and uphold exceptional guest experiences in collaboration with the Lounge General Manager.

The role requires strong leadership, a passion for food and service, and the ability to drive excellence while maintaining budgetary and operational standards.

Qualifications

Experience in high-end hospitality environments.
Strong leadership and team-motivation abilities.
Passion for delivering exceptional guest service.
Financial awareness with budgeting and commercial performance.
Excellent delegation, influencing and communication skills.

Responsibilities

Lead and support direct reports to consistently meet standards.
Build strong relationships with clients and stakeholders.
Develop the team through mentoring, training, and recognition.
Create a culture of excellence with service and food standards.
Achieve KPI targets including Health & Safety, Sustainability and Governance.

Skills

Team leadership

Customer service

Hospitality

Budgeting

Communication

Job description

The role requires strong leadership, a passion for food and service, and the ability to drive excellence while maintaining budgetary and operational standards.

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