Customer Service Manager - Hospitality Airport Lounge
Core
Lead and support a team delivering premium hospitality, food, and beverage service in a Business Class Lounge at Heathrow Airport.
Role type
Senior hospitality operations manager
Builds
Premium lounge experience for Business Class passengers
Domain
Aviation hospitality / Airport F&B
Deliverable
physical/clinical work
Required skills
People leadership, operational management in high-end hospitality, team mentoring and training, budget management, KPI achievement (Health & Safety, Sustainability, Financial), strategic thinking, delegation, crisis management in fast-paced environments
Preferred skills
Passion for food and customer service, analytical skills, ability to work under pressure, solution-oriented mindset
Technologies
None stated
Responsibilities
Lead and inspire direct reports to deliver exceptional service standards; Build relationships with clients and key stakeholders; Develop team through mentoring and training; Achieve business critical KPIs including Health and Safety, Sustainability, and Financial targets; Manage budgets and drive commercial performance
Seniority
Senior, hands-on IC
