Location
Heathrow Airport, Terminal 5, London

Hours
Full Time - 37.5 hours per week
You will work a combination of early and late shifts. The earliest start time is 04:30 with the latest finish time of 22:30. All shifts are 8 hours long.

Salary
£15.00 per hour

About the Role
As a Lounge Host at the Concorde Lounge, you will provide a professional, 5-star level of hospitality catering, ensuring company standards are maintained and every customer experience is positive. You will greet customers warmly, create a welcoming atmosphere, take orders accurately, and serve food and beverages promptly with attention to detail. You will handle customer complaints professionally and courteously, maintain cleanliness and hygiene standards throughout the lounge, restock supplies, assist with inventory monitoring, and foster a positive team environment.

Working at Heathrow Airport requires mandatory pre-employment checks including 5 years of verifiable employment history, a UK DBS check, and if applicable, an overseas Police Clearance Certificate. Free car parking is provided for those who drive, and it is important to live within a commutable distance if relying on public transport given the shift times.

Benefits include 28 days holiday (including bank holidays), birthday holiday, volunteering days, grandparent leave, enhanced maternity leave, secondary carer leave, wedding/commitment day leave, free meals on shift, bespoke training and development opportunities, apprenticeship options, pension and life insurance, Perkbox discounts, wellbeing hub access, employee assistance programme, and cycle to work scheme.

At BaxterStorey, you will be part of a team that values training and development, offering over 500 courses and career progression opportunities across various industries. Join us to deliver exceptional hospitality and build a rewarding career in contract catering.

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
- Excellent communication and interpersonal skills
- 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, and a team player
- Flexible, adaptable, and culturally aware
- Able to remain tactful, calm, and persuasive in controversial or confrontational situations
- Willingness to learn and progress

Qualifications
No formal qualifications are specified, but a positive attitude and commitment to delivering excellent service are essential.