Guest Experience Member - Pre-Flight Hospitality

Overview

Overview

Multiple roles

Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality? If you have a passion for delivering world class guest experience and enjoy meeting new faces every day, then this is the role for you. 

Operating since 1987, Aspire Lounges are an award-winning hospitality experience, that has grown to become Europe’s largest brand of Pre Flight Hospitality and second by scale globally. We serve over 6m+ customers worldwide within 100 + lounges and over 18,000 guests per day.  

We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our refreshed brand promise of ‘time well spent’.

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

We are Hiring

We are in the process of curating a team to lead our new London City Airport Lounge due to open in early 2027.

We are looking for candidates so if you think that you could be the right fit then apply.

We care about character and a can-do attitude so if this is you get in touch. We are trying to fill the following roles

Front of House

• Guest experience colleague
• Senior Guest experience colleague
• Team Leader
• Housekeeper

Back of House

• Commis Chef
• Chef De Parti
• Senior Chef de Parti
• Kitchen Porter
• Stores Co-ordinator

Your role is to maintain service excellence in the lounge, ensuring a consistent, high-quality guest experience while creating an unforgettable wait with Aspire. You will amplify our people behaviours of Empathy, Efficiency and Discretion, ensuring every interaction reflects Aspire’s service standards and leaves guests feeling their time has been well spent.

Responsibilities

Key responsibilities:

All colleagues will operate throughout the lounge across multiple disciplines:

Front of House

• Responsible for clearing and cleaning of tables.
• Maintain high levels of organisation and cleanliness within the lounge at all times.
• Be available to respond to guest questions or comments using high levels of customer service.
• Showing Guests to their allocated seat and giving a detailed overview of the lounge facilities.
• Engaging with guests within the lounge to make them feel at home.
• Optimising upselling and upgrading on our A La Carte Menu.
• rotating multiple roles throughout the day from reception, bar and floor
• Bid farewell to guests on their departure to optimise the chance of return custom.

  Back of House

• Maintaining high levels of hygiene in all areas.
• Assist the team with retrieving stock required.
• Assist the team with applying the Food Safety Management System consistently.
• Working with the front of house team to ensure all food and beverage offerings are continually available.
• Prepare hot and cold food offerings to ensure the pantry is presented in a professional and clean manner.
• Ensure the quality of food is prepared according to all manuals to guarantee a consistently excellent standard of service.
• Ensure all food is stored, handled and packaged correctly.
• Always Follow the Operations Manual.
• Maintain records of temperatures and cleaning standards within the hygiene system.
• Maximise revenue by preparing ancillary items for guests to purchase.
• Receive and store stock delivery and rotation.

Adhoc reasonable requests by local leadership team will form part of your role. The list above 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.

Qualifications

Essential Skills:

• Keen eye for attention to detail.
• Have a passion for the food service industry.
• Experience in fast-paced hospitality environment.
• 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.
• Excellent communication skills, both written and verbal.
• Ability to build positive and trusting relationships with colleagues and guests
• Flexible approach to working hours (including early mornings, evenings and weekends).
• Flexible to work shifts covering 04:00-22:00, 7 days per week.

 Desirable Skills:

• Experience in hospitality or customer services with high levels of customer interaction
• Computer literate, including use of payment systems and Microsoft Office.
• Additional languages.

Benefits:

• Free parking whilst at work.
• Industry recognised food safety training and qualifications to FSA L2.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Free meals and soft drinks during shifts.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme.
• Full Wardrobe Provided.
• Discounted retail – Varies by Airport Outlet.
• Discounted access to Aspire Pre Flight Hospitality lounge network for family and friends.
• Potential for placements to other Lounges within the network.
• No Saturday evenings
• Good work life balance
• Maximum working week of 37.5 hours (not including breaks)