Customer Service Manager - Hospitality Airport Lounge

We are seeking a proactive and service-focused Assistant Lounge Manager/ Customer Services Manager to support the leadership and delivery of premium hospitality within a Business Class Lounge at Heathrow Airport. Representing one of the world’s leading airlines - British Airways. This lounge is a sophisticated space offering a first-class experience for discerning guests through exceptional food, beverages, and service.

This role is ideal for someone with strong people leadership skills, operational experience in high-end hospitality, and a genuine passion for guest excellence. You will work alongside the Lounge General Manager to create an inspiring workplace culture and consistently exceed expectations.

You key responsibilities are to:

• Lead, inspire, collaborate and support your direct reports to deliver consistently exceptional standards
• Build positive, credible and collaborative relationships & communication methods with clients and other key stakeholders in the business
• Continually look to develop your team through mentoring, training, recognition, and empowerment
• Create a culture of excellence with your team, continually striving to push the boundaries of brilliance through natural caring service, obsessive food standards and innovation   
• Achieve business critical KPI's including Health and Safety, Sustainability, Financial and Governance

• Worked within a high end, fine dinning environment
• Previous experience commensurate with role
• Have a contagious passion for food and customer service
• You draw satisfaction from managing, training, and supporting a team
• Financially astute, you are very analytical and know how to create and maintain budgets and drive commercial performance 
• Excellent delegation and influencing skills
• Ability to prioritise multiple projects in a fast-paced, multi-faceted, creative environment and able to work well under pressure

For almost 20 years, for every client, in every location (whether that’s an office, stadium, cathedral or university), we have created beautiful spaces, exciting menus and friendly teams, so that each and every customer can have the hospitality experience they deserve.

We need the brightest and the best to join us to make this all possible. We will support you to create your hospitality legacy and build a career that you are proud of.

Our drive and belief in our people, means that we always strive to supercharge our team’s careers. ‘Better’ is a daily habit that sits deep within our DNA, meaning learning will be front and centre of your experience working with us.

Join us, and be part of the food revolution!

BaxterStorey Values:

ALWAYS VISIONARY

We strive for better, we never settle, never compromise, never follow. We lead the way, blazing our own trail.

WHOLEHEARTEDLY POSITIVE

We are up-beat, motivating and inspiring. Our love for what we do radiates through our food, and is amplified by our people.

CREATIVELY COLLABORATIVE

We embrace our differences to push creativity and we work together to be better.

FOREVER CONSCIOUS

We work together as a team to lead by example, protecting the planet and supporting local communities.

Interested? Even if you don’t meet all requirements, we’d like to hear from you. If you are motivated and hungry to learn, we can work together to develop your potential.

We are proud to be an inclusive employer and welcome applications from candidates of all backgrounds. We celebrate individuality and are committed to creating an inclusive environment for all employees. We encourage applications from people of all ages, abilities, gender identities, sexual orientations, races, religions, and socio-economic backgrounds.

BaxterStorey is committed to encouraging equity, diversity, and inclusion (ED&I) among our workforce and aim for our workforce to be truly representative of all sections of society, and for each employee to feel respected and able to give their best. To support our commitment to this we have set ourselves an ambition to ‘set the standard and to be recognised for having the most inclusive culture in hospitality’.

Join us and bring your unique perspective to our team.