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About the Role
We are seeking a professional and customer-focused Heathrow Lounge Host / Service Team Member to deliver a premium hospitality experience and ensure exceptional service standards are maintained at all times. The successful candidate will create a welcoming environment for customers while supporting daily lounge operations, food service, cleanliness, and health & safety standards.
Key Responsibilities
Customer Service & Hospitality
- Deliver exceptional customer service and create a welcoming environment for all guests.
- Greet customers warmly and professionally upon arrival.
- Take customer orders accurately and efficiently.
- Serve food and beverages promptly while maintaining high attention to detail.
- Handle customer queries, complaints, and concerns professionally and courteously.
- Ensure customer satisfaction and maintain a positive customer experience at all times.
Lounge Operations
- Set up tables, chairs, and lounge furniture appropriately.
- Maintain cleanliness and presentation standards throughout the lounge area.
- Clear tables regularly and carry out cleaning duties including sweeping, mopping, sanitising surfaces, and waste disposal.
- Monitor and replenish stock items including napkins, condiments, cutlery, and other supplies.
- Support inventory management and report stock shortages to management.
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Food Preparation & Hygiene
- Assist with basic food preparation and mise en place activities.
- Maintain food presentation and quality standards.
- Follow food safety and hygiene procedures, including temperature controls and storage procedures.
- Maintain clean and organised workstations with all necessary equipment readily available.
Health & Safety
- Comply with health and safety regulations and company procedures.
- Follow COSHH guidelines and use appropriate protective equipment when handling cleaning chemicals.
- Adhere to hand hygiene and personal cleanliness procedures.
- Ensure the lounge environment remains safe and compliant at all times.
- Follow company dress code standards and maintain professional appearance.
Teamwork & Communication
- Work collaboratively with colleagues to ensure smooth day-to-day operations.
- Communicate effectively with team members and management.
- Support a positive workplace culture through teamwork and cooperation.
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Skills & Experience
Essential
- Previous experience in a customer service or hospitality environment (hotel, restaurant, café, lounge or similar setting preferred).
- Excellent communication and interpersonal skills.
- Strong organisational and time-management skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Basic numerical skills for handling transactions and processing orders.
- Ability to work independently and as part of a team.
Desirable
- GCSE education or equivalent.
- Knowledge of food safety procedures and hospitality standards.
Personal Attributes
- Friendly and approachable with a positive attitude.
- Strong work ethic and professionalism.
- Honest and trustworthy.
- Flexible and adaptable to change.
- Respectful and culturally aware.
- Calm under pressure and able to manage challenging situations tactfully.
- Eager to learn and develop professionally.
Benefits
- Company pension scheme
- Holiday entitlement
- Birthday leave
- Training and development opportunities
- Employee discounts and wellbeing support
- Long service recognition programme
- Employee wellbeing hub access
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