Clubhouse Concierge - London Heathrow Airport, Hounslow 

Job Details

Salary: £27,825 plus shift pay and excellent benefits
Hours: Full Time (37.5 hours per week)
Shifts: Mon - Sun from 05:00 - 23:00 (4 on 2 off, on a 7 day rotational shift pattern)
Location: London Heathrow Airport
Contract: 12 Months Fixed Term Contract

Closing Date: Sunday 11th August 2024

In a nutshell

At Virgin Atlantic, we're celebrating our 40th birthday, and our award winning Clubhouses are at the heart of celebrations with our Upper Class and Frequent Flyer guests! Our vision is to become the most loved travel company and our Clubhouse Concierge team create thoughtful experiences that feel brilliantly different at every opportunity for our guests.

In this role, you'll be coordinating the guest experiences at both our flagship Clubhouse and Revivals Lounges in a Front of House position and as part of our team. Your focus will be to deliver outstanding customer service, and build on our excellent NPS (Net Promoter Score) within our Clubhouses.

Day to day

Some of your key responsibilities within the role will be:

• Warmly welcoming and recording eligible customers into our Clubhouse and Revivals lounges, whilst sensitively communicating with customers who are not eligible to use our facilities
• Helping guests with any enquiries, from passport and travel document checks to seat changes, mileage queries or general support for their ongoing travel plans
• Engaging with the airport team to offer a seamless customer experience from start to finish, with any travel disruptions kept to a minimum.
• Keeping up to date with flight movements and gate numbers to ensure that our guests are given accurate, relevant information
• Advising our wider Clubhouse team of any Very Important Customers (VIPs) or customers with special needs or assistance so that they can be passed onto the appropriate support teams
• Ensuring that any upgrades, seat moves, or flight changes are made according to our Virgin Atlantic rules and that any monies owed are collected and securely accounted for
• Meeting daily access targets to the clubhouse, in addition to hitting any potential future revenue streams, and ensuring that all end of month billing reports are reported accurately

About you

To be successful, we're looking for individuals who have:

• Experience in delivering excellent customer service with attention to detail and a tailored approach to our business class travellers, preferably in a similar Concierge role
• Confidence in working in a fast-paced hospitality environment and ability to be on your feet for long periods of time
• Excellent communication skills, with excellent spoken and written English
• Strong prioritisation and multitasking skills to handle customer and colleague requests
• Familiarity of destinations served from Heathrow airport to provide knowledgeable Concierge duties to customers, for example advice/tips on the destinations
• Computer literate, and proficient in using an airline reservations system (ARS) is desirable
• Flexibility to work different shifts between 05:00am and 23:00pm, including weekends and bank holidays
• The ability to acquire an airside pass ID that permits you to enter and work in restricted areas of London Heathrow airport

Our people are the heart and soul of our Virgin Atlantic family. We're committed to unlocking your true potential and providing outstanding training opportunities to help you build and grow your career. Joining our Clubhouse Concierge team will give you the chance to be part of a high-reaching company that is dedicated to delivering world-class experiences to our much loved guests.

If you're a customer service expert with experience in face-to-face interactions and delivering outstanding service in an exclusive environment, then this could be the perfect opportunity for you. Our Clubhouses are open 365 days a year, 7 days a week, so you'll have the privilege to work in a dynamic and exciting environment!

Apply today and kick-start your career with Virgin Atlantic!

Our recipe for leadership

If successful during your application, you'd be invited to complete our interactive online assessment. Here, you'll be asked a series of situational judgement questions, followed by some pre-recorded video questions to answer. If successful through this digital assessment, the final stage will be an invite to our in-person assessment centre in London.

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.