Concierge - Clubhouse Heathrow - Heathrow, Hounslow

Concierge - Clubhouse Heathrow - Heathrow, Hounslow

Hours: Full Time (37.5 hours) position available on an annualised hours contract 

Location: London Heathrow

Contract: 12 Month Fixed Term Contract/Secondment

Closing Date: Monday 4th March

In a nutshell

At Virgin Atlantic, we believe that everyone can take on the world, and we're seeking passionate, customer-focussed Concierges to join our Clubhouse team.

This amazing role, based at our Heathrow Clubhouse, is highly varied and centred around giving our Clubhouse guests the best possible experience when flying with Virgin Atlantic. 

You'll be coordinating the Guest experience in both the Clubhouse and Revivals Lounge in a Front of House position with an absolute focus on our NPS (Net Promoter Score) at every customer touchpoint during their journey.

Day to day

Some of your key responsibilities within the role will be:

• Assessing the eligibility of Clubhouse guests, recording guest access, and explaining the facilities. As well as helping guests with any enquiries they may have ranging from passport and travel document checks, seat change, mileage queries, processing upgrades
• Communicating with the airport operation so that the customer service levels are maximised and disruption is kept to a minimum. As well as keeping up to date with flight movements and gate numbers to ensure that all customers are given accurate information
• Liaise with the airport team and making the Clubhouse team aware of any flight disruptions or issues that may affect the Clubhouse operation
• Ensure that your knowledge on the Virgin Atlantic's product and services are up to date and full proficiency in all IT systems appropriate to the role
• To be familiar with destinations served from Heathrow and be able to provide basic Concierge duties to customers, for example advice/tips on the destinations
• Adhere to the opening and closing checklists to ensure all duties are completed and assist in other areas of the Clubhouse if required
• Assisting the Clubhouse Crew team when required with Food & Beverage service delivery
• Warmly welcoming eligible customers into the Clubhouse/Revivals as well as sensitively handling any customers who aren't able to access the lounge. Whilst ensuring all guests are entered into the relevant system accurately
• Ensuring that the team are advised of any VIPs or customers with special needs and any relevant information is passed to the appropriate support teams
• Accounting for all monies received and ensuring that all floats and reports balance at the end of each shift
• Ensuring that any upgrades, seat moves, or flight changes are made according to the Virgin Atlantic rules and that any monies owed are collected and accounted for
• Meeting daily access targets to the clubhouse, in addition to hitting any potential future revenue streams for our clubhouse and ensuring all end of month billing reports are accurate

About you

Are you an experienced concierge or customer service professional experienced with face to face interaction and delivering the most outstanding service? If so, we believe you would love this role! We are looking for people with the following skills and experience:

• Experience in a similar customer facing role
• Genuine enthusiasm for providing a high standard of customer service at all times!
• Ability to maintain composure in challenging situations
• Good IT skills
• Excellent communication skills, with excellent spoken and written English
• Working knowledge of, or the ability to learn, Virgin Atlantic airport IT systems including Air4, Clues and other relevant systems. 
• Previous airport systems knowledge would be an advantage

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, feeling confident that we've got your individual considerations covered.