Lounge Host - British Airways Lounges, First Class

• Full-time
• Employment Type:
  
  Permanent

Location:

Heathrow Airport, Terminal 5

Hours of work: 37.5

You will be required to work a combination of early and late shifts. The earliest start is 04:30 with the latest finish time of 22:30. All shifts are for 8 hours.

It's important you live a commutable distance from the airport if you rely on public transport, considering the start and finish times. For those who drive, free car parking is provided.

As this role is based at Heathrow Airport, you will be required to complete mandatory pre‑employment checks. These include providing 5 years of verifiable employment history, undergoing a UK DBS check, and, if you have lived outside the UK for more than 6 months, obtaining an overseas Police Clearance Certificate from the relevant UK‑based embassy.

• 28 Days holiday, including bank holidays
• Birthday holiday
• 24 weeks' enhanced maternity leave
• Secondary Carer leave
• Wedding/commitment day leave
• Free meals on shift
• Bespoke training and development opportunities
• Apprenticeship opportunities for all experience levels
• Pension and life insurance
• Discounts available on our Perkbox app; high street shops, holidays & cinema
• Access to an employee assistance programme
• Cycle to work scheme

If you’re looking for a career that offers flexibility, excitement, and progression, then contract catering could be for you! At Baxter Storey, our career opportunities span industries from retail fashion to motor sport within roles across marketing, people development, sustainability, supply chain and more.

We invest heavily in training and development to give our people the confidence and industry knowledge to push the boundaries of hospitality excellence. There is endless opportunity to climb the career ladder (at any age or stage of your career!) and we offer over 500 courses across our business, from NVQ qualifications to our award‑winning Chef Academy, supporting you whether you’re starting or developing your skills as a lounge host.

Whenever customers visit the British Airways Lounges at Heathrow Airport, you’ll be there as a lounge host to greet them with 5‑star, Baxter Storey service. Friendly, confident and professional, you’ll be the face of our bespoke operation, making sure that delicious food and relaxation are available to every visitor.

Job Description:

To provide a professional, 5-star level of hospitality catering, ensuring that company standards are maintained and that the customer experience is always a positive one.

• Greet customers warmly and create a welcoming atmosphere.
• Take orders accurately and efficiently. Serve food and beverages promptly, maintaining a high level of attention to detail.
• Handle customer complaints and resolve issues professionally and courteously.
• Ensure the lounge is kept clean and tidy, clearing regularly, sweeping, mopping, and taking out rubbish. Clean and sanitise tables, counters, and service areas regularly.
• Monitor and restock condiments, napkins, cutlery, and other supplies as needed.
• Assist in monitoring inventory/stock levels and report any shortages to the management.
• Maintain a positive work environment by fostering teamwork and cooperation
• Be aware of COSHH regulations and use appropriate protective equipment when using chemicals.
• Adhering to dress code policies. Demonstrate excellence
• Adhere to food safety and hygiene regulations to maintain a safe environment.
• Follow proper hand hygiene procedures and maintain personal cleanliness.
• Adhere to proper food safety and hygiene standards, including temperature controls, storage procedures, and sanitation practices, to maintain a safe and clean kitchen environment.

• Previous experience in a similar customer service role, preferably in a café, hotel or restaurant setting.
• Excellent communication and interpersonal skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Friendly and approachable demeaner, with a genuine desire to provide exceptional customer service.
• Ability to work well under pressure and handle customer complaints effectively.

For almost 20 years, for every client, in every location (whether that’s an…