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Job Details

Salary: Competitive
Hours: Full time - 37.5 hours. Monday-Friday - 9am-5pm
Location: Terminal 3, Heathrow Airport
Contract: Fixed Term/Secondment - 12 month Maternity Cover
Flexibility: Due to the nature of the role, you will be required to work weekends, early mornings and evenings on an adhoc basis when required
Closing Date: Tuesday 28th June 2022


In a nutshell

This is an amazing yet integral role, based at our award winning flagship Heathrow Clubhouse, and Revivals Lounge. This is a highly varied and centred role around leading and managing the team and operation with the clubhouse ensuring standards are met and co-ordinating with our external and internal partners to ensure that the customer experience meets the required standard.


Day to day

• Leading the Duty Manager team to ensure that the operation is managed consistently, and the team are working efficiently and delivering the required level of service
• Leading by example and coordinating all aspects of the operation to ensure service standards are being met and that the customer is at the heart of everything that we do
• Managing on site contractors to ensure that they're working to our agreed KPIs, and they fit seamlessly into our operation
• Making sure your team are engaged and motivated.
• Responsible for the overall guest experience within the Clubhouse and Revivals, always ensuring guest satisfaction
• Being operationally aware and in communication with Airport Services team.
• An absolute focus on our NPS at every customer touchpoint and journey is essential and critical.
• Being a point escalation for any difficult situations as well as managing challenging conversations.


About you

Are you a hard-working people manager who has excellent customer experience skills within the hospitality or food & beverage sector? You might come from a General Manager or Operations Manager background. If so, we believe you would love this role! We’re seeking people with the following skills and experience:
• Strong Leadership and people management skills
• Excellent service standards.
• Fluent spoken and written English.
• Good at multi-tasking.
• Understanding of and adherence to corporate values and goals/policies.
• Excellent communication skills.
• Genuine enthusiasm for overcoming challenging situations
• Computer literate – including Microsoft Excel, Word and PowerPoint
• Good F&B knowledge
• Experience in an operational background
• Previous Hospitality/Airline management experience


Be yourself – Our differences make us stronger

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, 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.

You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values

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