Address
Form of workLondon Heathrow
Permanent
Competitive
12-05-2024
Job Details
Salary: Competitive
Hours: Full Time 37.5 hours
Location: London Heathrow Airport
Contract: Fixed Term Contract or Secondment
Shifts: Full time 4 on 2 off early and late shifts ranging from 5:30am - 22:30pm
Closing Date: Sunday 12 May 2024
In a nutshell
We are seeking a highly skilled and motivated individual to join our team as a Clubhouse Experience Duty Manager at Virgin Atlantic. This is an amazing yet integral role based at our award-winning flagship Heathrow Clubhouse and Revivals Lounge. As the Clubhouse Experience Duty Manager, you will play a key role in providing our Clubhouse guests with an outstanding and world-class experience when flying with Virgin Atlantic.
Day to day
- Take charge of the day-to-day management of the Clubhouse and Revivals operation, ensuring detailed execution
- Lead and manage a team, handling various people management tasks such as sickness, lateness, and disciplinaries
- Collaborate and work closely with contractors and relevant individuals to ensure seamless operations
- Ensure strict adherence to all Virgin Atlantic Airways processes and procedures
- Coordinate with internal and external key partners to consistently meet and exceed customer expectations and standards
- Motivate and engage the team to deliver outstanding service
- Take responsibility for the overall guest experience within the Clubhouse and Revivals, always striving for guest satisfaction
- Ensure seamless collaboration between different areas of the Clubhouse and Revivals
- Maintain effective communication with the Airport Services team to ensure operational efficiency
- Maintain an absolute focus on our Net Promoter Score (NPS) at every customer touchpoint and journey
- Conduct yearly appraisals for the team you line manage
About you
If you are a passionate people leader with excellent experience in the hospitality sector, we believe you will thrive in this role. We are looking for candidates who possess the following skills and experience:
- Strong leadership and people management skills to encourage and guide the team.
- A dedication to delivering excellent service standard
- Fluent spoken and written English to effectively connect with guests and colleagues.
- Exceptional multitasking abilities to handle various responsibilities in a fast-paced environment
- Familiarity with and dedication to the values, goals, and policies of the organisation
- Excellent communication skills to engage and assist guests in challenging situations
- A high level of personal grooming to present a professional image to guests
- Computer literacy, including proficiency in Microsoft Excel, Word, and PowerPoint
- Good knowledge of food and beverage operations
- Previous experience in hospitality or airline management
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, (recruitment@fly.virgin.com) feeling confident that we've got your individual considerations covered.
