Team Leader – Aspire Executive Lounge - Manchester Airport

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.

• 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.

• 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.

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

• 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.