Job Description

Who we are

Hospitality is a universal language: it's about warmth, care, and a personalised approach. It builds bridges, sparks connection, and creates lasting relationships.

For more than 25 years we've been providing a warm, welcoming experience to Eurostar travellers in stations, lounges and on board. Our hospitality knows no borders: currently spanning four countries, our teams make customers from all walks of life feel right at home, adding thoughtful touches that make it a journey to remember.

Our secret ingredient? A human-focused approach that puts people first.

Small but perfectly formed, we're here to fuel our team's passion for hospitality, bringing a local feel to an international industry.

About the role

We are seeking an experienced Lounge Manager to lead the day-to-day operation of the Business Premier Lounge in London. This role has full ownership of service delivery, people management, and operational standards, ensuring the Lounge operates consistently in line with Eurostar requirements and Momentum Services objectives.

The Lounge Manager is responsible for creating a welcoming environment for Business Premier customers, while leading, developing, and supporting the Lounge team. The role combines hands-on floor leadership with structured management of performance, resources, and costs.

Acting as the main point of contact with Eurostar, the Lounge Manager ensures clear communication, swift issue resolution, and continuous improvement of both service and product.

This is a visible, operational leadership role that requires strong attention to detail, sound judgement, and the ability to manage a fast-paced, premium hospitality environment with confidence and consistency.

Key responsibilities (not limited to)

Provide high standards of Customer Service Gather and relay feedback to improve Customer experience and Product. Represent Momentum Services London Lounge management with our client Eurostar. Find innovative ways to delight and surprise our customers when they come to the Lounge. Engage their team to deliver exceptional hospitality to our guests and act as a role model Develop their team through competency review, annual appraisals, and coaching Responsible for performance management of his/her teams Drive Momentum Services quality scores through KPIs Take ownership of the daily management of the Lounge duties: floor management, welcome desk, and all customer services Ensure good running of the Eurostar Lounge according to specifications, standards required, and objectives given Responsible for manpower needs - recruitment, rotas and day to day shifts covering Administer staff hours and product orders Responsible for reporting any issues within the Lounge to the relevant departments including Eurostar. Ensure Eurostar Premier Lounge comply with legal and contractual obligations and comply with the Company Quality Management System. Able to cover any position within the Lounge when needed

Financial aspects of the job:

Accountable for the financial result of the Lounge including staff cost and F&B cost-based objectives under the supervision of Finance and Operations departments Manage equipment order and investigate any overspend The Lounge manager will be made accountable for the Customer Satisfaction scores result of the Lounge.

About you

The candidate must have strong organisational skills, and acute attention to details. Experience in a high-end corporate environment such as luxury hotel brand, restaurant or cocktail bar is essential.

The ideal candidate must have proven record of team management and must have an immaculate presentation. Excellent communication skills are sought.

With a hand-on approach, leading by example, flexible, result focused, enthusiastic, problem solver, the candidate must demonstrate resilience in a busy and constantly changing environment.

French and English fluency is required, Dutch a plus.

What we offer

25 days holiday plus the statutory bank holidays Meal allowances Long service award Pension employer contribution and life cover (from day 1) Other discretionary benefits (after probation) such as: dental and medical cover, private medical cover, income protection, performance related pay bonus paid twice a year after completion of probationary period, discounted Eurostar tickets and some discounts at shops located in Saint Pancras International, cycle to work
Job Type: Full-time

Pay: 44,000.00 per year

Language:

French (required)
Work Location: In person