Team Host - London Gatwick Airport

No.1 Lounges; Fernhill; On-site; GBP 22,000 - 26,000; Full time

Job summary

A leading travel hospitality company is seeking a Team Host in Fernhill. This individual will deliver excellent customer service and champion the guest experience across the lounge. Responsibilities include engaging with guests, maintaining lounge cleanliness, and supporting the team. Previous customer service experience is advantageous. The role offers a range of benefits, including paid holiday and health schemes.

Benefits

28 days paid holiday annually

Company cash-back healthcare scheme

Complimentary staff meals

Discounted gym memberships

Employee of the Month reward

Qualifications

• Previous experience in customer service is an advantage.
• Good command of the English language – written and spoken.
• Enjoy engaging with customers as an essential part of the role.

Responsibilities

• Deliver excellent customer service with knowledge of products & services.
• Follow food and beverage handling guidelines.
• Engage with every guest ensuring a great experience.

Skills

Customer service

English language proficiency

Engagement with customers

Computer literacy

Interest in travel hospitality

Job description

Overview

As Team Host, you deliver excellent service and champion the guest experience across the lounge. You work as part of a team and are multi-skilled to perform a variety of roles within the lounge. You are a brand ambassador for No.1 Lounges and engage with each guest to deliver a great experience every time.

Responsibilities

• Deliver excellent customer service with an in-depth knowledge of our products & services.
• Follow all food and beverage handling guidelines in line with No.1 company policies and procedures.
• Complete end-of-shift reconciliation and billing (as appropriate).
• Inform your Team Leader and/or Assistant Lounge Manager of any Health and Safety issues during your shift.
• Action any new company updates and/or training in a timely manner.
• Assist with any ad-hoc duties when required, such as back of house duties.
• Be organized and prepared at all times.
• May be assigned Team Host Buddy status to coach new starters and demonstrate tasks and No.1 customer service standards.
• Engage with every guest and be ready to go the extra mile, ensuring a friendly greeting and farewell.
• Adhere to shift patterns and time management requirements as communicated by the company.

Service Areas

• Bar: Provide speedy, personable service, upsell premium drinks where appropriate, maintain bar stock and cleanliness, process electronic payments as needed, and reconcile bar spend per company procedures.
• Floor: Own your allocated section(s) on shift, maintain a clean and tidy lounge in line with SHAPE Essentials (Section, Hygiene, Availability, Presentation and Engagement), and engage with guests while clearing and resetting tables.
• Food Service: Run food from the kitchen to guests and monitor self-serve areas, ensuring food leaving the kitchen is well-presented and has undergone appropriate food safety checks. Restock buffet-style pantry areas and hot/cold drink stations as per SOP.

General

• Work shifts with punctual arrival and log time using the No.1 time management system.
• Comply with all policies and procedures as written in the Employment Handbook and SOPs.
• Maintain confidentiality of personal customer information in line with UK GDPR regulations.
• Support team members as needed and adapt to fluctuating business levels.
• Undertake reasonable requests regarding hours, location and responsibilities.
• Maintain a clean and presentable uniform in line with company standards.
• Engage with every guest; strive to provide a memorable experience.
• Shift pattern: two early shifts (3.30am-1pm), two late shifts (12.30pm-10pm), then two days off.

Qualifications & Experience

• Previous experience in customer service is an advantage.
• Good command of the English language – written and spoken.
• Enjoy engaging with customers as an essential part of the role.
• Previous experience in a similar position and/or shift work is an advantage.
• Computer literacy or familiarity with reception and electronic payment handling is desirable.
• An interest in the travel hospitality sector.
• Speaking additional languages is useful but not essential.

Benefits

• 28 days paid holiday annually.
• Company cash-back healthcare scheme for dental, optical, and therapy treatments.
• Complimentary staff parking at the airport during shifts.
• Complimentary staff meals during shifts.
• 5 complimentary lounge visits each year.
• Discounted gym memberships.
• Access to Touchdown Website for discounted holidays, flights and cruises.
• 25% discount for lounge visits for friends and family.
• Employee of the Month reward: £50 voucher each month.
• 24-hour confidential employee assistance programme for personal and work-related wellbeing.
• Workplace Pension Scheme with Aviva (auto-enrolment is applicable between ages 22 and state pension age).