Job Details
Location: Terminal 3, Heathrow Airport
Contract: 9-month secondment
Salary: Competitive
Hours: Full Time, 37.5 hours, Mon – Fri – 9am-5pm
Working patterns: Due to the nature of the role, you will be required to work weekends, early mornings and evenings on an adhoc basis when required.
Closing Date: 18th October 2024
In a nutshell
We have an is an amazing opportunity in an integral role as Manager - Clubhouse Experience LHR, based at our award-winning flagship Heathrow Clubhouse, and Revivals Lounge. This role is highly varied, whilst centred around leading and managing the team operations within the LHR clubhouse, Revivals and overseeing the JNB Clubhouse ensuring standards are met whilst co-ordinating with our external and internal partners to ensure that the customer experience meets the required standard.
Day to day
- Leading the Duty Manager team to ensure that the operation is managed consistently, and the team are working efficiently and delivering the required level of service.
- Leading by example and coordinating all aspects of the operation to ensure service standards are being met and that the customer is at the heart of everything that we do.
- Managing on site contractors to ensure that they're working to our agreed KPIs, and they fit seamlessly into our operation.
- Making sure your team are engaged and motivated.
- Responsible for the overall guest experience within the JNB/LHR Clubhouse and Revivals, always ensuring guest satisfaction.
- Being operationally aware and in communication with Airport Services team.
- An absolute focus on our NPS at every customer touchpoint and journey is essential and critical.
- Being a point escalation for any difficult situations as well as managing challenging conversations.
- Overseeing the JNB Clubhouse operation and Sodexo contract
About you
Are you a hard-working people manager who has excellent customer experience skills within the hospitality or food & beverage sector? You might come from a General Manager or Operations Manager background. If so, we believe you would love this role! We’re seeking people with the following skills and experience:
- Strong Leadership and people management skills.
- Excellent service standards with great communication skills both verbally and written.
- Good at multi-tasking.
- Understanding of and adherence to corporate values and goals/policies.
- Genuine enthusiasm for overcoming challenging situations.
- Excellent Food and Beverage knowledge.
- Experience in an operational background with previous Airline Lounge management experience.
Internal info
Hiring manager: Holly SherwoodGlobal grade: D
Our recipe for leadership
At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here
Be yourself
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.