Farnborough Airport Limited (FAL) is the owner and operator of Farnborough Airport (FAB), Europe’s leading business aviation airport and the birthplace of British aviation. FAB handles approximately a third of London’s business aviation traffic, making it the largest business aviation airport in the UK. FAL owns and operates both the airport and the Fixed Base Operator (FBO) facilities at FAB, making its integrated operations unique to the market. FAB has some of the most advanced and iconic airport infrastructure in the world, specifically tailored to delivering a first-class customer experience for its users. Over the years, FAB has been consistently recognised as the best FBO in Europe.
FAB operates alongside the Aviator Hampshire Hotel, a luxury hotel located on the perimeter of the airport and one of the best hotels in the UK. Both companies are jointly owned by the Farnborough Airport Company Limited (FACL), a company 100% owned by Macquarie Asset Management (MAM) through one of its long-term European infrastructure funds. MAM is one of the largest infrastructure investors in the world and has an extensive track record in airport investment and ownership. From a leadership and business perspective, FAB and the Aviator Hampshire Hotel are managed together as a Group.
Farnborough Airport Limited is an equal opportunities employer, promoting diversity and inclusion throughout the organisation.
About the role
Farnborough Airport Limited is looking to recruit a Concierge team member who will report into the Customer Service Duty Manager Team.
Within this role you will work as part of a team to:
- Ensure all visitors including passengers, crews and tenants/employees always receive first class hospitality.
- Ensure passengers and crew are greeted at the door, identified for their flight, accompanied to the lounge as required and their luggage handled appropriately.
- To make sure that all passengers waiting in the terminal are kept informed on the status of their flights and guided to the company vehicle when ready to board and their luggage looked after.
- To always offer Concierge services to passengers and crews and ensure that their requirements are met, or efforts are made to find alternatives.
- To facilitate the arrival and departure process for passengers having to be checked by the Government agencies (Immigration, Special Branch, Customs, VAT (where appropriate).
- To carry out administrative duties when required and to assist the Operations/Reception team when needed.
- Consistently demonstrate and encourage others to adhere to the company values of Proud, Passionate, Ambition and Together in your day-to-day role.
- Contribute to the Company’s aspiration of becoming an Employer of Choice and Responsibility in the local area by actively participating in our volunteering opportunities where possible.
- Demonstrate engagement with and adherence to the Company’s policies, procedures, guidelines, and reporting channels to ensure all work is carried out safely and to the highest standards, including but not limited to:
- Safety, Compliance and Environmental standards/legislation.
- The identification and management of occupational risks factors (such as workload/time management, clear communications and working methods) that may affect an employees’ psychological response to their work and workplace conditions.
- Appropriate Workplace Behaviour, UK Modern Slavery and General Data Protection & Retention (GDPR) Policies.
- Support the team with adhoc activities/tasks as reasonably requested.
About you
Essential
- Evidence of right to work in the UK.
- Previous experience of working in a customer facing role.
- Full 5-year employment/educational history required (with no unaccounted-for gaps).
- Must be able to obtain a clear Criminal Record Check (CRC) certificate to the required security clearance level for this role.
- Must be able to obtain and maintain a Farnborough Airport Driving Permit.
- Hold a full valid UK driving license or equivalent.
- Previous experience of delivering first class customer service.
- Flexible in approach and able to work across a variety of shift patterns.
Desirable
- Airside driving experience.
- Customer facing/Concierge experience.
What we can offer you
- Competitive salary.
- 25 days holiday per annum (pro-rata), plus statutory public holidays.
- Workplace pension scheme with enhanced employer contributions.
- Enhanced Company Maternity and Paternity Pay.
- Life assurance.
- Access to medical plan including a range of private treatments (after probation period).
- Health and Wellbeing app with access to discounts.
- Company sick pay scheme.
- Electric vehicle scheme (after 9 months of employment).
- Sustainable travel scheme.
- Annual complimentary bike maintenance.
- Free onsite parking.
- Cycle to work scheme.
- Access to an Employee Assistance programme and helpline.
- Discount on accommodation at affiliated hotel.
- Discount on food/beverage at affiliated pub.
- You will also get all kinds of other great perks, like social events and special employee offers.
