First Host - Qantas Airways - London

London Healthrow Airport location

Competitive salary

Permanent full time opportunity

Take your customer service career to the next stepFor nearly a century now, Qantas has been bringing travellers together with the people they love – both from around Australia and all over the globe. It’s just part of being the Spirit of Australia.

These days, we’re widely regarded as an airline people can count on – both on the ground and in the air. It’s a reputation that hasn’t just seen us become the world’s leading long distance airline – but an Australian icon, too. And we’d love for you to be a part of that.

We’ve worked hard to create a culture that will challenge and excite you – and give you the support you need to really go places. Here, everyone’s treated with the respect they deserve. And everyone has the potential to make the most of their skills.

We currently have an opportunity available for a First Host, based at London Heathrow Airport. The role is a full-time permanent role, working in an operational shift environment. The role is responsible for delivering a premium experience to all Qantas customers with a specific focus on Qantas’ premium passengers. The successful candidate must have experience working in an airport operational role or premium hospitality role.

The successful applicant in this role will be responsible for:

Delivering premium Customer Service to Qantas’ premium passengers.

Continually striving to create memorable moments for all of our customers.

Creating a seamless experience through hosting our premium customers from check-in, to the lounge and the boarding gate.

Overseeing the coordination and supervision of our ground handling agents as required to ensure Qantas standards are being met, that on-time performance is achieved and to assist where problems are beyond the level of expertise of the ground handling staff.

Overseeing the coordination of Qantas arrivals and departure flights and maintaining company standards through monitoring check-in, gate boarding, arrivals and baggage collection to ensure a smooth and on-time operation.

Maintaining a visible and available point of reference for service delivery and problem solving, particularly during service disruptions.

Participating in a coordinated approach to disruptions and emergency scenarios.

Managing and undertaking project work in consultation with the Duty Airport Managers and Airport Manager.

Support for the administration of Qantas’ Heathrow airport operations.

Applying a working knowledge of Aviation Legislative Requirements.

Complying with company policies & procedures, service standards and local legislative requirements.

The successful applicant will possess:
Previous experience in an airport operational role (essential) or premium hospitality role.

Outstanding customer service skills with an understanding of the needs of customers from different cultural backgrounds and the ability to communicate professionally and comfortably with the highest levels of our customer base.

A demonstrated ability to work with minimal supervision as well as work as part of a self managed and collaborative team.

Demonstrated abilities in resourcefulness, efficiency, and organisation skills.

A demonstrated understanding of the commercial nature of the business and the impact of decisions made in the course of work.

A self motivated and flexible working style, demonstrated through initiative, and a pro-active and positive approach to problem solving.

The ability to work under pressure in a seven day rotational shift work environment.

A high standard of personal presentation, grooming and demeanour.

The ability to work overtime until flight departure or arrival in the event of a delay, and where required, the ability to stay in the same hotel as the customers.

Demonstrated ability to display Qantas values and behaviours in all aspects of the role.

Physical fitness to a level that allows the incumbent to perform all the duties of the position, including an ability to carry up to 28kg.

To be considered for this role, you must have eligible work rights for the United Kingdom.

Qantas is an Equal Opportunity Employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander – and people from every other kind of background – to apply.

We are committed to creating an inclusive workplace. Talk to us about how this job could be flexible for you.

Applications close Friday, 11 March 2016.

Be a part of something special – get in touch today.