Lounge Host - London Heathrow Airport, Hounslow
* Position: Lounge Host
* Line Manager: Team Leader & Assistant Lounge Manager
* Location: Heathrow Airport
* Contract: Full Time, Fixed Term – May to October 2025
* Salary: £13.31 per hour
* Shift Pattern: 3 days on then 3 days off, six day rolling pattern. Working 6.30am to 5.30pm.
PURPOSE
No1 Lounges is a premium, independent airport lounge brand, with operations in Gatwick, Heathrow, Birmingham & Luton. We provide passengers with the opportunity to make the most of their pre-flight time, welcoming over one million guests per year from all airlines and cabin classes to indulge in a wide range of facilities.
As Lounge Host, you deliver excellent service and champion the guest experience across the lounge. You are a brand ambassador for No.1 Lounges and engage with each guest to deliver a great experience every time.
ROLE
* Upsell the No1 Lounges customers to our new Flagship lounge, Clubrooms.
* Provide a friendly welcome to all our customers.
* To be the face of No1 Lounges and all operations within Heathrow Airport.
* Help the reception team to manage queues during our peak periods.
* You are the first impression and set the tone for each guest's experience.
* Helping customers to find a suitable table, you will ensure that our guests feel at ease and ready to sit back and relax.
* You will understand all channels of entry into the lounge and how to process lounge visitor check-ins correctly including informing guests if the lounge is at capacity.
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.
* Completing end of shift reconciliation and billing (as appropriate)
* Informing 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
* Assisting with any ad-hoc duties when required such as back of house duties.
* Always being organized and prepared
GENERAL
* You will be working in shifts, so arriving in good time for the start of your shifts and logging your shifts using the No. 1 time management system is important
* You must comply with all policies and procedures as written in the Employment Handbook, SOPs
* Always uphold confidentiality of personal customer information and take reasonable precautions to protect the information accessed or used in your work in line with UK GDPR regulations
* Be willing to help other team members wherever possible and to understand the flexibility required when business levels peak and trough
* Undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities
* Have a clean and presentable uniform in line with company standards
* Engage with every guest – be ready to go the extra mile, each guest deserves a ‘hello’, ‘goodbye’ and a smile!
EXPERIENCE LEVEL
* Previous experience in customer service role an advantage
* Good command of the English language – written and spoken
* Enjoying engaging with customers is an essential part of the role
* Previous experience in a similar position and/or experience of shift work an advantage
* Computer literacy or familiarity with reception and electronic payment handling 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, which means you can claim back the cost of care such as dental, optical and therapy treatments.
* Complimentary staff parking provided at the airport whilst you are on shift.
* Complimentary staff meal during your shift.
* 5 complimentary lounge visits each year.
* Discounted Gym Memberships, just check which gyms offer discounts in your local area
* Access to Touchdown Website for discounted holidays/flights and cruises.
* 25% discount for lounge visits for your friends and family
* Employee of the Month Reward & Recognition schemes – the chance for your hard work and dedication to be awarded with a £50 voucher every month
* 24 hour confidential employee assistant programme, which supports our employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being
* Workplace Pension Scheme with Aviva which you will be automatically enrolled into if you are between the age of 22 and the state pension age.