Passenger Ambassador

Passenger Ambassador Job Description

• Salary From: £28,808
• Salary To: £28,808
• Location:
  
  Heathrow
• Category:
  Field Based
• Contract Type:
  Permanent Full Time

Passenger Ambassador – Heathrow Airport

Join our team and help create exceptional passenger experiences at one of the world’s busiest airports. We’re looking for enthusiastic, customer‑focused individuals to become Passenger Ambassadors  this role, you’ll support passengers with their shopping needs, highlight offers and promotions across the terminal, and help create a welcoming, memorable airport experience. Our Passenger Ambassadors role is both customer‑service focused and a target‑driven sales role.

• Build strong working relationships with all retail stores in the terminal
• Stay up to date with brand information, current promotions, and key sales messages
• Proactively engage passengers after security to maximise sales opportunities
• Assist travellers with shopping queries, directing or escorting them to retailers
• Ensure promotional materials and point‑of‑sale displays are visible and up to date
• Report sales successes, key interactions, and insights to your line manager
• Attend team meetings and contribute ideas for improving performance
• Complete shift reports accurately and on time via Global Connect
• Monitor your performance against daily and weekly KPIs

We are looking for candidates who can speak one or more of these languages:
French, Vietnamese, Japanese, Mandarin/Cantonese or German. All candidates will have:

• Excellent verbal and written communication skills (English)
• Confident interacting with passengers and influencing buying decisions
• Strong organisational skills and attention to detail
• IT‑literate (PowerPoint, Word, Excel)
• Commercial awareness and a proactive mindset
• Ability to problem‑solve and make decisions in real time
• Professional, positive, and customer‑centric

• Ability to comply with Heathrow Airport airside pass rules and security protocols

You’ll be part of a supportive, energetic team that takes pride in delivering outstanding passenger experiences. You’ll also have opportunities to develop your skills, contribute ideas, and play a key role in driving commercial success at Heathrow Airport.

• £2.50 daily contribution towards lunch at the staff canteen
• 10% staff discount at airport restaurants and 10% staff discount at selected retail stores
• Comprehensive Healthcare – Access to Medicare plus life insurance and Employee Assistance Program
• Generous Pension Plan – Growing contributions as your service increases, helping you plan for the future
• Paid Time Off – 20 days holiday, plus bank holidays to recharge. Plus an additional day off on your birthday
• Paid Volunteering Day – Make a difference in your community
• Career Development – access to Acosta University and internal promotion programs
• Company Tools – state of the art technology to ensure you are set up for success
• Inclusive Culture – supportive, diverse, and values‑driven environment
• Employee Engagement – social events, recognition programs, and wellness initiatives

This is a role for people who want more than “just a job”. It’s for people who want momentum, progression and recognition.

At Acosta Europe, we believe diversity and inclusion are the foundation of innovation and success. We welcome people from all backgrounds and experiences, creating a culture where everyone feels valued and empowered to thrive. If you’re looking for a role where you can make a visible impact, and build a future—this is your moment.