About The Role
Main Duties & Responsibilities:
To greet all passengers at the host desk, ensuring that the high standards of service are maintained. The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Service Agent (CSA).
Working as a member of the Host team, you will also be responsible for assisting with leading the operation on a day-to-day basis in collaboration with the management team.Ensuring team members assigned to the shift follow operational, quality, legislative and Company guidelines.You will also be responsible to ensure customers receive a positive, safe and enhancing experience whilst at Heathrow Airport.
1. To man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival
2. Ensure that all passengers are booked into the tracking and allocation system
3. Ensure all jobs are allocated to the CSA’s mobile device (PDA)
4. Ensure full customer service is provided to all passengers at each hosting point
5. Ensure you fully adhere to the SLA times for all passengers both landside and airside
6. Expedite a smooth transfer throughout the terminals
7. Allocate the CSAs to provide service, when required
8. Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met
9. Ensure all passengers are in the system and closed with comments were needed
10. Ensure all CSAs communicate with you immediately after arriving at the Host Desk
11. Immediately report any equipment faults and record job report numbers to the Service Deliver Manager
12. Immediately report and record any injuries or accidents to yourself or customers to the Service Delivery Manager
13. Identify potential SLA failures and highlight to a Service Delivery Manager
14. Ensure passengers are greeted respectfully
15. Ensure the CSAs follows the correct protocol for use of the all equipment
16. Ensure the CSAs introduces themselves, asks passengers what assistance is required, explain the process and prepare the passenger for the security part of the journey
17. Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers)
18. During delays or disruption liaise with the Allocator and handling agent to ensure that passengers are kept up to date.
19. Call Allocators to inform them of all additional passengers
20. Communicate effectively with management and other teams on company, operational and training issues
21. Ensure all agents are properly equipped with uniform and operational equipment daily, escalating issues to Service Deliver Manager as appropriate
22. Ensure that every member of the team maintain the highest standards of personal hygiene and appearance in line with company standards
23. Perform any other duties which may be reasonably required by your line manager or the company
24. To escalate any adverse situations arising or developing on a shift to the Service Delivery Manager as appropriate
About You
Person Specification:
25. Effectively manage, coach and mentor team to meet service level agreements
26. Maintain a professional image at all times
27. Ability to deal calmly and reasonably in pressurised situations
28. The ideal candidate will have a background of working within the customer service/ customer care industry and have knowledge of working with those who require special assistance
29. We are seeking candidates who have a real passion for people, delivering excellent customer service on a daily basis
30. Set a good example at all times
31. Previous Airline &/or Airport experience is desired although not essential as full training will be provided
32. Competent IT skills, the position holder will need to use ABM systems and communicate effectively via email
33. Excellent communication skills with an empathic nature
34. You must be competent at English language skills including speaking, reading and writing
35. Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance
36. Ability to deal calmly and confidently with all demands from the public
37. Champion principles of equality, inclusion and diversity
Essential:
38. Valid Right to work documentation
39. 5-year checkable employment/education history, ideally with a maximum of 5 references for vetting purposes
40. Must pass a basic DBS check
41. Overseas Criminal Record Check (if applicable)
42. Available for very early morning shifts, outside of normal public transport times
43. Able to obtain an airside pass that allows you access to security restricted areas
44. Must be willing to work weekend and shifts
Health & SAfety Responsibilities:
45. Follow Group and company policies and procedures at all times
46. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
47. Use all work equipment and personal PPE properly and in accordance with training received
48. Report any issues or training needs to your Line manager and /or via your divisional incident reporting system