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Team Leader Lounge Services Executive Lounge
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Location: Manchester
Job type: Permanent
Aircraft type:
Contact: Not Specified
Sector: Hospitality
Job Role:
Job Summary
To provide professional leadership as well as supervision of staff ensuring the smooth and efficient running of the Aspire and Swissport Lounges.To lead and motivate a team on shift that provides all guests with a consistent exceptional level of Customer Service in an efficient and professional manner. To welcome guests into the Aspire and Swissport Lounges from the reception desk in a polite and courteous manner, to ensure customer satisfaction is achieved by providing the highest level of service possible whilst working within the lounge.
Job Responsibilities
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Handling / preparation and serving of various foods including, all hot/cold meats, dairy products, pasta, cereal and food products which may contain nuts, handling of alcohol (replenishing stock and serving of alcohol to customers, collection of glasses which may contain alcohol for disposal).
- To consistently work in a safe and effective manner, to ensure that any action taken does not cause a risk to either yourself or any other party. To acquaint yourself with all health, safety and fire precautions as required and report all safety and security risks.
- Comply with legal procedures relating to food hygiene, health and safety and personnel requirement.
- To deliver an exceptionally high standard of service consistently to all lounge guests that is in keeping with the Aspire and Swissport products and objectives.
- To drive sales initiatives with targeted sales to guests and increase the Aspire brand presence within a retail environment.
- To consistently enter accurate information into the relevant system or complete paperwork as necessary to ensure that all details and customer requests are recorded correctly.
- Daily logs to be signed and significant incidents recorded, communicate customer feedback to the lounge manager for action.
- To develop professional and effective working relationships with the shift team, customers and their representative, in order to develop and maintain the Aspire lounge reputation. To willingly share knowledge and own experiences with colleagues and act in a manner to ensure Customer Service is continually improved.
- To consistently demonstrate a high standard of appearance and time keeping, in order to maintain the visual and professional status of the Aspire and Swissport products.
- Tasks to be completed within the job holders expertise and requested by Line Management, in order to contribute to effective service delivery.
- Assist in the support of staff training and coaching of the team, when directed by the line manager.
- To actively supervise the team to promote a consistent and effective lounge environment.
- Assist the team with difficult situations that may arise in the lounge.
- To keep the lounge clean and tidy at all times. Cleaning and maintaining relevant equipment.
- Liaise with third party contractors / suppliers as required
- Other duties as assigned
Qualifications and Competencies
- In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)
- Previous experience that demonstrates a high level of effective leadership in a dynamic customer service driven environment
- Experience within a highly focused sales and service environment that consistently delivers the highest possible standards
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
- Ability to speak and understand the English language
- Ability to travel to the airport at times where public transport is not available
- Excellent communication skills (written and verbal)
- Must be able and willing to type and learn Swissport computer systems
- Ability to follow processes and procedures and apply flexible approach when required
- Passionate about customer service
- Commitment to continuous improvement
- Self motivated and able to work independently
- Previous experience working in a hospitality and/or airport environment is desired
- Ability to speak additional languages is desired
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