Location
Heathrow Airport, Terminal 5, London

Hours
Full Time - 37.5 hours per week. You will be required to work a combination of early and late shifts. The earliest start is 04:30 with the latest finish time of 22:30. All shifts are for 8 hours. It is important to live within a commutable distance from the airport if relying on public transport. Free car parking is provided for those who drive.

Salary
£14.41 per hour

About the Role
As a Lounge Host at the British Airways Concorde Lounge, you will provide a professional, 5-star level of hospitality catering, ensuring company standards are maintained and the customer experience is always positive. You will greet customers warmly, create a welcoming atmosphere, take orders accurately, and serve food and beverages promptly with attention to detail. Handling customer complaints professionally and courteously is essential. You will maintain cleanliness by regularly clearing, sweeping, mopping, and sanitising tables, counters, and service areas. Monitoring and restocking supplies, assisting with inventory checks, and fostering a positive team environment are key responsibilities. You will adhere to COSHH regulations and dress code policies, maintain food safety and hygiene standards, and follow proper hand hygiene and personal cleanliness procedures. This role requires mandatory pre-employment checks including 5 years of verifiable employment history, a UK DBS check, and if applicable, an overseas Police Clearance Certificate.

Benefits
28 days holiday including bank holidays, birthday holiday, 3 volunteering days, 3 days grandparent leave, 24 weeks enhanced maternity leave, secondary carer leave, wedding/commitment day leave, free meals on shift, bespoke training and development opportunities, apprenticeship opportunities for all experience levels, pension and life insurance, discounts via Perkbox app on high street shops, holidays & cinema, wellbeing hub, employee assistance programme, cycle to work scheme.

About BaxterStorey
For almost 20 years, BaxterStorey has created beautiful spaces, exciting menus, and friendly teams across diverse locations. We invest heavily in training and development, offering over 500 courses including NVQ qualifications and an award-winning Chef Academy. Our values include being visionary, wholeheartedly positive, creatively collaborative, and forever conscious. We are committed to equity, diversity, and inclusion, welcoming applications from all backgrounds and fostering an inclusive environment where every employee can thrive and contribute their unique perspective.

Experience
Previous experience in a similar customer service role, preferably in a café, hotel, or restaurant setting.

About you
Friendly and approachable with a genuine desire to provide exceptional customer service. Strong attention to detail and ability to multitask in a fast-paced environment. Ability to work well under pressure and handle customer complaints effectively. Honest, trustworthy, respectful, flexible, adaptable, and a team player. Possess cultural awareness and sensitivity. Ability to remain tactful, calm, and persuasive in controversial or confrontational situations. Willingness to learn and progress.

Qualifications
Excellent communication and interpersonal skills. No formal qualifications are specified but a positive attitude and commitment to delivering excellent service are essential.