Service & Hospitality Manager - Lounges Heathrow, England
Job description
This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else
As a Service & Hospitality Manager - Lounges you will be trusted to help the team in redefining the British Airways lounge experience. You will be accountable for the development and implementation of British Airways lounge experience standards across all owned lounges. You will be collaborating with various internal and external partners to develop a hospitality centric service culture, which consistently exceeds customers’ expectations and sets the standard within airline lounges.
The successful postholder will be customer advocate, truly passionate about the customer service excellence, and have the tenacity to build effective relationships with various stakeholder groups.
Note, role may require some international travel.
Duties will include –
- Responsible for defining and delivering BA lounge service and hospitality standards across our lounge estate.
- Accountable for driving exceptional service standards across BA lounges.
- Continuous review, development and improvement of service standards through close collaboration with lounge service providers.
- Delivery of improved lounge customer satisfaction (CSAT) scores.
- Responsible for developing a hospitality centric service culture across BA lounges.
- Ensure lounge service standards are aligned with inflight service standards.
- Accountable for developing and evolving positive relations with third party contractors, their management teams and delivery teams.
Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get ahead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.
Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us
We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities
