Receptionist - London Gatwick Airport

Receptionist - London Gatwick Airport

Position: Receptionist

Team Host Line Manager: Assistant Lounge Manager

Location: Gatwick Airport

Contract: Full Time

Salary: £14.27 per hour

Shift Pattern: Two early shifts (3.30am-1pm), then two late shifts (12.30pm-22.00pm), then two days off.

PURPOSE

No1 Lounges is a premium, independent airport lounge brand, with operations in Gatwick, Heathrow, Birmingham and Luton. We provide passengers with the opportunity to make the most of their pre-flight time, welcoming over one million guests per year from all airlines and cabin classes to indulge in a wide range of facilities.

As Receptionist, you truly are the first impression and set the tone for each guest's experience. By offering the warmest welcome and a smooth and informative check-in, you will ensure that our guests feel at ease and ready to sit back and relax.

Whilst upholding No1’s company values, having the passion to create memorable experiences; committed to excellence with your service; embracing creativity in your role; being part of our community.

ROLE & RESPONSILBILTIES

• To take ownership of the capacity of the lounge in line with bookings, invitations, passenger forecasts and flows.
• Ensure that presentation of the reception area is clean and tidy, as well as being 'presentation perfect' yourself.
• Consistent and professional engagement with guests, tailoring their experience where possible.
• Have an in-depth knowledge of all No1 Lounges' brands, services and products and be confident upselling.
• To understand airline contracts requirements and all channels of entry into the lounge.
• Cashing-up and billing completed accurately and on time.

KEY ATTRIBUTES

• A friendly, welcoming and professional approach.
• Excellent communication skills.
• Driven by the delivery of great service.
• Excellent organisation and time management skills.
• Ability to multi-task.
• Ability to remain calm and poised under pressure.
• Flexibility/Planning.
• Discreet upselling skills.
• You will be working in shifts, so arriving in good time for the start of your shifts and logging your shifts using the No. 1 time management system is important
• You must comply with all policies and procedures as written in the Employment Handbook, SOPs
• Always uphold confidentiality of personal customer information and take reasonable precautions to protect the information accessed or used in your work in line with UK GDPR regulations
• Be willing to help other team members wherever possible and to understand the flexibility required when business levels peak and trough
• Undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities
• Have a clean and presentable uniform in line with company standards
• Engage with every guest – be ready to go the extra mile, each guest deserves a ‘hello’, ‘goodbye’ and a smile!
• Shift pattern required – two early shifts (3.30am-1pm) two late shifts (12.30pm-10pm) then two days off.

EXPERIENCE LEVEL

• Previous experience in customer service role an advantage
• Good command of the English language – written and spoken
• Enjoying engaging with customers is an essential part of the role
• Previous experience in a similar position and/or experience of shift work an advantage
• Computer literacy or familiarity with reception and electronic payment handling desirable
• 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, which means you can claim back the cost of care such as dental, optical and therapy treatments.
• 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, all you need to do it check which gyms offer discounts in your local area
• 25% discount for lounge visits for your friends and family
• Employee of the Month Reward & Recognition schemes – the chance for your hard work and dedication to be awarded with a £50 voucher every month
• 24 hour confidential employee assistant programme, which supports our employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being
• Workplace Pension Scheme with Aviva which you will be