Team Leader AirportEasy

Job Details Team Leader - Luton Airport Position :
Team Leader

Location:

Luton Airport

Contract:

Full Time

Salary: £14.68 per hour

Shift Pattern:
Two early shifts (3.30am-12.30pm), then two late shifts (12pm-9pm), then two days off.

JOB DESCRIPTION No1 Lounges is an award-winning pay to use airport lounge located within Luton Airport offering a distinct and unique experience. No1 believes pre-flight lounging should be for everyone making it easier for our guests to eat drink and relax in style before they fly.

As Team Leader, you will supervise Team Hosts to deliver excellent service and champion the guest experience across the lounge on a rostered shift basis. You will coordinate and supervise the allocated Team Hosts during a shift and will be accountable for ensuring the team perform a variety of roles within the lounge to No.1 lounge standards and processes. You are a brand ambassador for No.1 Lounges and alongside supporting team members, you will also be accountable for an area within the lounge.

Whilst upholding No1’s company values, having the passion to create memorable experiences; committed to excellence with your service; embracing creativity in your role; being part of our community.

• To take ownership for the overall service on the floor, oversee all sections (Reception, Bar, Floor, Food Service and Housekeeping) and ensure service is consistently delivered to standard
• Fully knowledgeable about your lounge, product availability, lounge capacity and your team on shift
• Managing and coordinating capacity management in line with daily pax targets, bookings and shift staffing to ensure profitability
• Supervise the floor team to success by running ‘Shape Up’ briefings (daily shift briefing), allocating Team Buddy’s for new joiners, providing regular feedback, working with the team to ensure standards are maintained throughout the shift
• Handle complaints in the Lounge in the first instance
• Escalate and follow up complaints or shift issues with the Assistant Lounge Manager and / or Lounge Manager
• Monitoring and helping achieve standards of hygiene within the lounge including open / close / deep cleaning checklists during each shift
• Encourage good Health and Safety practices including identifying potential H&S concerns and recording all Health & Safety issues in line with company policy including informing management of the Lounge
• Setting an example to your team by engaging with guests in a professional and welcoming way
• Monitor team compliance with the No1's uniform and grooming policy, noting any lateness or absences and raising any issues with attitude or behaviour of team members, issuing Performance Observation Review (POR) as appropriate
• During quieter periods, supporting Assistant Lounge Manager and HR team with performance review processes or team training
• Oversee end of shift reconciliation and billing (as appropriate)
• Action any new company updates and / or training in a timely manner
• Comply with all policies and procedures as written in the Employment Handbook, SOPs
• Always uphold confidentiality of personal customer and team member information and take reasonable precautions to protect the information accessed or used during the shifts in line with UK GDPR regulations

• Ability to supervise a team and make decisions under pressure, escalating where needed
• Be a clear and concise communicator
• Excellent organizational and time management skills
• Prioritization to manage lounge capacity and food & beverage management
• Professionalism particularly regarding complaint handling and team supervision
• Delivering great service by supporting the team and stepping in to support sections during busy periods

• Previous experience in customer service role is essential
• Previous experience in a food & beverage establishment and / or experience of shift work an advantage
• Prior experience supervising, supporting and training teams in a shift environment
• Good command of the English language – written and spoken
• Computer literacy or familiar with reception and electronic payment handling is essential
• Enjoying engaging with customers is an essential part of the role
• Computer…