Premium Lounge Service Manager

Baxterstorey Uk; England; On-site; GBP 32,000 - 42,000; Full time

Job summary

BaxterStorey is recruiting for an Assistant Lounge Manager/Customer Services Manager to lead premium hospitality in a British Airways Business Class Lounge at Heathrow. You will work with the Lounge General Manager to create an inspiring culture and consistently exceed guest expectations.

The role emphasizes strong people leadership in a high-end dining environment, managing budgets, mentoring teams and driving commercial performance while upholding exceptional food and service standards.

Qualifications

• Worked within a high end, fine dining environment.
• Previous leadership experience in hospitality.
• Passion for food and customer service.
• Experience managing and supporting a team.
• Analytical with budgeting and commercial performance awareness.
• Strong delegation and influencing skills.
• Ability to prioritise multiple projects in a fast-paced environment.
• Excellent organisation and attention to detail.

Responsibilities

• Lead and support reports to deliver exceptional standards.
• Build relationships with clients and stakeholders.
• Mentor and train team, recognise and empower.
• Create a culture of excellence focusing on service, food standards, and innovation.
• Achieve key KPIs including Health & Safety, Sustainability, Financial & Governance.

Skills

People leadership

Guest service

Budgeting & financials

Communication

Delegation

Strategic thinking

Tools

POS systems

Budgeting software

MS Office

Job description

BaxterStorey is recruiting for an Assistant Lounge Manager/Customer Services Manager to lead premium hospitality in a British Airways Business Class Lounge at Heathrow. You will work with the Lounge General Manager to create an inspiring culture and consistently exceed guest expectations.

The role emphasizes strong people leadership in a high-end dining environment, managing budgets, mentoring teams and driving commercial performance while upholding exceptional food and service standards.