Job Title: Team Leader Agent 

Company: Aspire Executive Lounge

Location: Manchester Airport

Contract Type: Full Time

Hours: 37.5 hours per week, between Monday – Sunday (shift work)

Salary: £16.03 per hour

We are Aspire Executive Lounges. With more than 35 years of ward winning hospitality experience, we are Europe’s largest brand of executive lounges and serve over 5 million customers worldwide within 80 lounges, that’s over 14,000 guests per day.

We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Executive Lounge offering to meet our ambition of being the Best Lounge provider globally.

Job Summary:

As a Team Leader you will report to the Assistant Manager and be the senior leader of the team ensuring each member of the team is exceeding the expectations of our guests, so they leave our lounges feeling Welcome, Relaxed & Energised.

Key responsibilities:

Leadership:

• Provide professional day to day leadership to your team, ensuring the highest standards of health and safety, quality, customer service and security are met and maintained.
• Coach and mentor staff in order to maintain professional standards.
• To actively manage your team members ensuring that every member receives timely, appropriate feedback, to improve day to day performance and behaviour.
• To act as a role model to staff, by tackling poor performance and misconduct whenever it occurs.
• To take a pro-active approach to support the operation to best effect in all cases including being the champion for service, dietary and allergen information.
• To take personal responsibility to ensure that the team delivers the appropriate service to the same high standards on every occasion, in order to reduce health and safety incidents and always provide a consistent service to customers.
• Communicate and collaborate to engage others.

Essential Skills:

• Can communicate clearly with your people to help them understand the company’s strategy and goals.
• Be able to build positive and trusting relationships
• Embrace an ideas culture to enable teams to create an agile edge.
• Promote flexibility, adaptability and agility to enable contingency time.
• Provide feedback to the team on operational results to ensure service standards are always upheld.
• Personal and professional integrity of the highest order.
• Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment
• Adhoc reasonable requests by local leadership team.

KPI’s

• Health and Safety.
• Customer feedback / satisfaction via NPS.
• Efficiency of staffing on a shift-by-shift basis.
• Cost of sale controls.
• Employee Satisfaction.

Qualifications and Competences:

• Background in hospitality or customer services in a supervisory position with high levels of customer interaction.
• Coaching and mentoring skills preferable but not essential.
• Excellent communication skills, written and verbal.
• Good numerical skills with a keen eye for attention to detail.
• Computer literate, including using payment machines and Microsoft office.
• Ability to work as part of a team or be self-motivated to complete tasks.
• Ability to follow processes and procedures and to apply flexibility when required.
• Additional languages desirable.
• Flexible to work shifts covering 0330 – 2100, 7 days a week

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Benefits:

• Free parking.
• Industry recognised food safety training and qualifications to FSA L3.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Supervisory Training
• Free meals and soft drinks during shifts.
• Uniform provided.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme
• Discounted retail – Varies by Airport Outlet.
• Discounted access to Aspire lounge network for family and friends.
• Potential for placements to other Lounges within the network.