Position : Lounge Manager Department : Heathrow Operations Effective : April 2026 Location : DiamondAir – WBC3, Newall Road, London Heathrow Airport, TW6 2TA Working hours: 40 Hours Salary : £ 36-42,000 Reporting to : Chief Service Officer / CCO ______________________________________________________________________ The DiamondAir Lounge Manager role is a paramount and central position within DiamondAir International. Key to success in the role is a focus on customer service and high touch hospitality orientation. The role calls for a flexible, proactive and driven individual, with the expectation to provide expert travel and concierge services to premium clients. The role is pivotal in the growth and development of the DiamondAir Lounge & remote check in services being relaunched in June 2026. As a global operation you will be expected to work in a high pressured and dynamic travel environment. In a growing and vibrant company, there is much opportunity for career growth and development. Main Responsibilities: Manage all lounge/airport resources to ensure a smooth operation & service excellence is delivered to all Guests Be the primary contact point for customers and suppliers using or booking DiamondAir lounge as part of their travel itinerary. Manage DiamondAir lounge front of house/reception, be the co-ordination point for all visitors, suppliers and contacts Oversee the end-to-end process of the booking including set-up, processing, and service coordination and customer services for clients pre and post booking. Lead and coordinate all operational planning for each booking including support clients in the enquiries and reservations of all DiamondAir Lounge services including membership, workspace, spa and clinic facilities. Support the DiamondAir commercial team with lounge enquiries, key account/customer support, plus marketing and promotional activity Be a key ambassador of the Lounge Service, expert knowledge of the business processes and associated products which DiamondAir sells to help clients make informed choices. Ensure all client requests and enquiries are managed accurately and proactively work to resolve any issues or complaints with the appropriate time frames. Manage New membership subscriptions-end-to-end membership management including set-up, processing, and service coordination. Liaise and collaborate with all 3 rd party suppliers and vendors associated with the lounge and service delivery aspects of the lounge including the food & beverage, relaxation pods, meeting rooms, wellness etc to provide a holistic wellness travel experience to clients. Exhibit a high degree or professionalism and provide effective first-class customer service experience to all prospective and existing clients and stakeholders (suppliers, sales, customer services, finance). The ability to work on one’s own initiative as well as part of a larger team. A key part of your responsibilities will be to process and protect the companies’ data in accordance with data protection laws and policies. Skills Reliability and trustworthiness – Self-starter, self-motivated, able to work on their own with minimal supervision and guidance, be punctual and a trusted member of the team. Excellent written and verbal communication skills – Ability to communicate with people at all levels in verbal and written form. Ability to compose written correspondence with clients, and providers in a professional manner, representing the DiamondAir culture and brand accurately, clearly and in concise and friendly manner. Ability to hold verbal conversations with clients or providers when required. Issue management – Ability to be tactful and diplomatic but assertive when dealing with difficult clients. Organisation and Time Management skills – Ability to manage multiple tasks and priorities where required. Problem solving – Ability to trouble shoot client issues and use a combination of process and common sense to ensure that the issues are resolved satisfactorily for the client. Ensure issues are escalated where relevant without creating delay in meeting client SLA’s. Creative Thinking – ability to think creatively to ensure that we always try to deliver to the client whilst working with DiamondAir International’s best practice guidelines. Accuracy and Attention to detail - Ability to achieve thoroughness and accuracy when accomplishing all tasks Teamwork – Ability to work and effectively collaborate with any of Diamond Air Team members as required. Contribute to the improvement and objectives of the team. Computer skills – Proficient in using Office 365 Applications (e.g., Teams, Outlook, Excel, Word) CRM system experience desirable. Computer literacy level allowing for prompt learning new skills and systems. Manage staff – including the Lounge Concierge Team, Catering team, Airport Concierge team, porters & baggage delivery to ensure an efficient & seamless service for each customer Qualification & Experience : Required: Minimum A-Level qualifications or equivalent. 5 years of customer service and/or service purchasing &vendor handling, or other experience within hospitality, travel, or aviation sectors. Experience working with demanding high-profile clients. Demonstrated ability to work in a high-pressure environment, multitask and finalise work withing established deadlines. Experience in managing a team to deliver end-to-end service to premium customers Desirable: Higher education qualifications related to the industry are a preference. Multi-lingual skills are a strong preference.