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).
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