Lounge Host - London Heathrow Airport 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.