Job Description

SUMMARY OF POSITION:

To greet and check-in passengers as well as monitor the lounge condition. Upsell where possible lounge facilities, such spa treatments, showers, premium beverages, sleeping facilities, to the passengers. Being knowledgeable and the first point of contact for information about the lounge and all relevant lounge and airport operational information. Support colleagues in the lounge when it is busy.

RESPONSIBILITIES:

Greet, receive and collect payment from guests at the front reception counter, To know and understand the current policies and procedures of the Lounge. To know and understand the offering of the lounge including queries about dietaries and allergies To be thorough with all Admission instructions and eligibility policies, To be the "great first impression" creator and to engage with guests at every opportunity Assist guests in a friendly manner and ensure a pleasant experience throughout the stay Guide guests to assigned areas, Carry out regular checks of all areas of the Lounge Collect and distribute magazines and newspapers. Arranging them neatly on the racks. Where applicable digital content platforms need to be checked, Ensure the quality of food, guest services, hygiene, cleanliness and tidiness of the Lounge achieve total customer satisfaction and meet company standards, Upsell where possible additional facilities, i.e. spa, showers, premium beverages, sleeping facilities To ensure the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalized style of service and attention to guests in keeping with the atmosphere of a lounge. To maintain a courteous, helpful and friendly attitude with guests at all times and to use guest names at every available opportunity. To maintain the highest standard in personal appearance and demeanour in line with company grooming and personal hygiene standards. To have a good working knowledge of all departments of the Lounge. To have a good knowledge of important and relevant airport departments and facilities around, To have a full understanding of all equipment within the Front Office Systems, Word and Email. To be familiar with all reservation tasks to cover this role if required. To be efficient and well-informed in taking reservations, in the absence of the Duty Manager: availability, prices and any restrictions. To record all relevant comments of appreciation, suggestions, incidents and maintenance points in order to initiate follow up. To be responsible for not only cash float but also other financial transactions in your care as per cashiering shift and in the main safe and be aware of security issues. Ensure correct hand-over procedure of day's business regarding covers and cashiering. Responsible for the stock control, To be aware of the problems arising with reference to queries on accounts and restaurant bills. To be familiar with how to rectify these and explain fully, adjusting if necessary. To be aware of complaints/problems and bring them to the attention of the Duty Manager and to offer assistance. Dealing with guests feedback and complaints in a professional manner Any other reasonable request from the manager in charge within the scope of your position. To make sure that company policy, values and the vision are followed at all times. To be fully aware of the Lounge's Fire Safety procedures and Health & Safety regulations. To be aware of all relevant closing procedures To work in different terminals, depending upon the job requirements.

QUALIFICATIONS:

- Previous experience within a position in the hotel/hospitality sector

- Excellent interpersonal and presentation skills

- Able to build and maintain relationships with internal and external guests

- Eager to learn, positive and energetic personality

- Be organised and motivated

- Able to remain calm under pressure

- Possess a good command of English and have excellent communication skills, both written and verbal

- Able to work flexible hours

- Punctuality and regular and reliable attendance.

- Honesty and Integrity

PHYSICAL DEMANDS:

-Must be able to stand and exert well-paced mobility for the shift
-Ability to lift and carry 0-20 pounds on a regular basis, though out the shift.

-Must able to push and pull trolley/cart/cages and equipment of various sizes and weight in compliance with health and safety standards.

-Must be able to kneel, bend, stoop, squat and stretch to fulfil cleaning tasks.

-Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.

OTHER FUNCTIONS:

-Maintain effective communication with all colleagues and provide recognition to others.
-Ensure a healthy and safe work environment for co-workers.

-Perform duties in accordance with company standards, policies and guidelines and government regulations.

ELIGIBILITY

-

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK.

- CRB check will be required.

- Full background check is required to work at the airport.

Job Type: Full-time

Pay: 12.21 per hour

Schedule:

10 hour shift 8 hour shift Holidays Weekend availability
Ability to commute/relocate:

London Heathrow Airport, TW6 1AA: reliably commute or plan to relocate before starting work (required)
Work Location: In person