Team Leader - Gatwick Airport

No.1 Lounges; Crawley; On-site; Full time

Job description

Team Leader - Gatwick Airport

JOB DESCRIPTION

• Position: Kitchen Team Leader
• Team Leader Line Manager: Assistant Lounge Manager or Lounge Manager
• Location: Gatwick Airport
• Contract: Full Time
• Salary: £14.81 per hour
• Shift Pattern: Two early shifts (3.30am-1pm), then two late shifts (12.30pm-10pm), then two days off.

No1 Lounges is an award-winning pay-to-use airport lounge located within Gatwick Airport offering a distinct and unique experience. No1 believes pre-flight lounging should be for everyone, making it easier for our guests to eat, drink, and relax in style before they fly.

PURPOSE

As Team Leader, you will supervise Team Hosts to deliver excellent service and champion the guest experience across the lounge on a rostered shift basis. You will coordinate and supervise the allocated Team Hosts during a shift and will be accountable for ensuring the team performs a variety of roles within the lounge to No.1 lounge standards and processes. You are a brand ambassador for No.1 Lounges and, alongside supporting team members, you will also be accountable for an area within the lounge.

KEY RESPONSIBILITIES

• Take ownership for the overall service on the floor, oversee all sections (Reception, Bar, Floor, Food Service, and Housekeeping) and ensure service is consistently delivered to standard.
• Be fully knowledgeable about your lounge, product availability, lounge capacity, and your team on shift.
• Manage and coordinate capacity management in line with daily pax targets, bookings, and shift staffing to ensure profitability.
• Supervise the floor team to success by running ‘Shape Up’ briefings (daily shift briefing), allocating Team Buddies for new joiners, providing regular feedback, and working with the team to ensure standards are maintained throughout the shift.
• Handle complaints in the Lounge in the first instance and escalate and follow up complaints or shift issues with the Assistant Lounge Manager and/or Lounge Manager.
• Monitor and help achieve standards of hygiene within the lounge including open/close/deep cleaning checklists during each shift.
• Encourage good Health and Safety practices, including identifying potential H&S concerns and recording all Health & Safety issues in line with company policy.
• Set an example to your team by engaging with guests in a professional and welcoming way.
• Monitor team compliance with No1's uniform and grooming policy, noting any lateness or absences and raising any issues with attitude or behaviour of team members.
• During quieter periods, support the Assistant Lounge Manager and HR team with performance review processes or team training.
• Oversee end of shift reconciliation and billing (as appropriate) and action any new company updates and/or training in a timely manner.
• Comply with all policies and procedures as written in the Employment Handbook, SOPs.
• Uphold confidentiality of personal customer and team member information and take reasonable precautions to protect the information accessed or used during the shifts in line with UK GDPR regulations.

KEY ATTRIBUTES

• Ability to supervise a team and make decisions under pressure, escalating where needed.
• Clear and concise communicator.
• Excellent organizational and time management skills.
• Prioritization to manage lounge capacity and food & beverage management.
• Professionalism particularly regarding complaint handling and team supervision.
• Deliver great service by supporting the team and stepping in to support sections during busy periods.

EXPERIENCE REQUIRED

• Experience of working in a premium hospitality customer service role, with preference given to current No.1 team members.
• Prior experience supervising, supporting, and training teams in a shift environment.
• Customer complaint resolution experience.
• Computer literacy or familiarity with reception and electronic payment handling is essential.
• Good command of the English language – written and spoken.
• Enjoy engaging with customers.
• An interest in the travel hospitality sector.
• Speaking additional languages is useful but not essential.

BENEFITS

• 28 days paid holiday annually.
• Company cash-back healthcare scheme.
• Complimentary staff parking provided at the airport whilst you are on shift.
• Complimentary staff meal during your shift.
• 5 complimentary lounge visits each year.
• Discounted Gym Memberships.
• Access to Touchdown Website for discounted holidays/flights and cruises.
• 25% discount for lounge visits for your friends and family.
• Employee of the Month Reward & Recognition schemes.
• 24-hour confidential employee assistant programme.
• Workplace Pension Scheme with Aviva.
• Annual flu jabs.
• Refer a friend to No1 Lounges and receive £300 when they pass probation.