Overview
Job Summary
Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?
If you have a passion for delivering world class guest experience, leading hospitality teams and enjoy meeting new faces every day, then this is the role for you.
We are Aspire Airport Lounges. With more than 30 years of ward winning airport hospitality experience, we are Europe’s largest brand of airport lounge and in 2021 we served over 4 million customers worldwide within 64 lounges at 38 airports in 13 countries, that’s over 11,000 guests every day.
We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘the perfect start’.
We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Airport Lounge offering to meet our ambition of being the Best Airport Lounge provider globally.
You will be the senior leader of the team ensuring each member of the team is exceeding the expectations of our guests, so they leave our lounges feeling Welcome, Relaxed & Energised.
Aspire Airport Lounges are proudly part of the Swissport family. Swissport is the world’s leading independent provider of airport services, offering a world of exciting career possibilities.
Responsibilities
Job responsibilities:
Leadership:
- Provide professional day to day leadership to your team, ensuring the highest standards of health and safety, quality, customer service and security are met and maintained.
- Coach and mentor staff in order to maintain professional standards.
- To actively manage your team members ensuring that every member receives timely, appropriate feedback, to improve day to day performance and behaviour.
- To act as a role model to staff, by tackling poor performance and misconduct whenever it occurs.
- To take a pro-active approach to support the operation to best effect in all cases including being the champion for service, dietary and allergen information.
- To take personal responsibility to ensure that the team delivers the appropriate service to the same high standards on every occasion, in order to reduce health and safety incidents and always provide a consistent service to customers.
- Communicate and collaborate to engage others.
Essential Skills:
- Can communicate clearly with your people to help them understand the company’s strategy and goals.
- Be able to build positive and trusting relationships
- Embrace an ideas culture to enable teams to create an agile edge.
- Promote flexibility, adaptability and agility to enable contingency time.
- Provide feedback to the team on operational results to ensure service standards are always upheld.
- Personal and professional integrity of the highest order.
- Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment
KPI’s
- Health and Safety.
- Customer feedback / satisfaction via NPS.
- Efficiency of staffing on a shift-by-shift basis.
- Cost of sale controls.
- Employee Satisfaction.
Qualifications
Qualifications and Competences:
- Background in hospitality or customer services in a supervisory position with high levels of customer interaction.
- Coaching and mentoring skills preferable but not essential.
- Excellent communication skills, written and verbal.
- Good numerical skills with a keen eye for attention to detail.
- Computer literate, including using payment machines and Microsoft office.
- Ability to work as part of a team or be self-motivated to complete tasks.
- Ability to follow processes and procedures and to apply flexibility when required.
- Additional languages desirable.
- Flexible to work shifts covering 0330 – 2100, 7 days a week
Benefits:
- Free parking whilst at work.
- Industry recognised food safety training and qualifications to FSA L3.
- Supervisory Training.
- Free meals and drinks during shifts.
- Uniform provided.
- Swissport pension scheme with ability to self-contribute.
- 24-hour employee assistance programme
- Discounted retail within the airport.
- Discounted access to Aspire lounge network for family and friends.
- Potential for placements to other Aspire Lounges within the UK.
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Dubai Airports