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About the Role

The Lounge Senior Supervisor will oversee the daily operations of the Qatar Lounge at Heathrow Airport, managing procedures, schedules, and inter-departmental liaison. This role involves leading staff, ensuring high standards of food and service, and fostering strong partnerships with clients and the DO & CO team.

Responsibilities

• Manage the execution, direction, and coordination of all lounge operating procedures.
• Organize schedules and liaise with other departments and suppliers.
• Ensure staff are aware of role expectations and duties.
• Support, lead, and deliver exceptional food and service to maintain the reputation of DO & CO.
• Act as a leader, take responsibility, and encourage team success.
• Build strong partnerships with the client and DO & CO team.
• Supervise lounge staff to ensure high-quality products and services.
• Serve as the main point of reference for Qatar staff and guests regarding remarks, suggestions, and complaints.
• Ensure the lounge is well-stocked and clean according to specifications.
• Deliver excellent customer service with in-depth product knowledge.
• Maintain grooming standards and wear uniform with pride.
• Engage with guests, go the extra mile with a smile, and be proactive and professional when taking orders and serving food/beverages.
• Assist with ad-hoc duties as required.
• Plan, manage, lead, deliver, and present food and beverages according to food specifications.
• Manage and lead the Lounge team, including Lounge Hosts, Lounge Front of House, and Lounge Chefs.
• Supervise work to operate the lounge efficiently.
• Ensure the quality of food, guest services, hygiene, cleanliness, and tidiness of service areas to achieve customer satisfaction.
• Support the Qatar Lounge Manager with staff performance through regular one-to-one meetings and appraisals.
• Take responsibility for actions, support the team, and celebrate successes.
• Check with passengers to ensure satisfaction and follow up on any issues, queries, or complaints.
• Describe and recommend wines and spirits to passengers.
• Anticipate customer needs by proposing additional meals or drinks.
• Check preparations for the next day and instruct the team on additional tasks.
• Coordinate and plan production to ensure a full buffet throughout the day while avoiding wastage.
• Communicate with staff regarding shift plan changes or extended work hours due to flight delays.
• Write an informative shift report at the end of each shift.
• Submit necessary paperwork to Qatar or DO & CO contacts daily.
• Uphold Health and Safety, EHO, accident reporting, and mandatory training schedules.
• Organize roster changes, communicate changes to staff, and update payroll.
• Help other team members and demonstrate flexibility during peak business levels.
• Undertake any reasonable requests made by the company, including flexibility in hours, location, and responsibilities.

Requirements

• Previous experience in a similar role.
• Right to work in the UK.

Skills

• Passion for food.
• Motivation to deliver exceptional service.
• Well-presented and professional demeanor.
• Can-do, positive attitude.
• Strong, dependable leadership.
• Great communication skills, written and verbal English.
• Ability to work well in a team.
• Willingness to roll up sleeves and do what is needed.
• Flexible thinking.
• Efficient decision-making.
• Ability to handle change.
• Energy and drive to deliver results.
• Problem-solving mentality.
• Flexibility in work availability, including evenings, weekends, and public holidays.

Location

• Heathrow Airport

Work Type

• Full-time

Experience Level

• Senior

Benefits

• Competitive salary
• Refer a Friend Scheme
• On-Site Free Meals
• In-house training opportunities
• Genuine career development opportunities, both nationally and internationally

About the Company

• Our production unit offers top-tier luxury airline catering that is elegant and sophisticated.
• We are dedicated to crafting a one-of-a-kind experience attractive to discerning passengers.
• We focus on providing exceptional quality, first-class service, and an exquisite range of menu options.
• DO&CO is a business where you can have a real impact, and we are not afraid of new ideas.
• The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market.

Equal Opportunity

• All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.