Passenger Ambassador

Passenger Ambassador – Heathrow Airport

Join our team and help create exceptional passenger experiences at one of the world's busiest airports. We’re looking for enthusiastic, customer‑focused individuals to become Passenger Ambassadors  this role, you’ll support passengers with their shopping needs, highlight offers and promotions across the terminal, and help create a welcoming, memorable airport experience.

Location: Heathrow
Contract: Permanent Full Time
Salary: £28,808 (fixed)

• Build strong working relationships with all retail stores in the terminal
• Stay up to date with brand information, current promotions, and key sales messages
• Proactively engage passengers after security to maximise sales opportunities
• Assist travellers with shopping queries, directing or escorting them to retailers
• Ensure promotional materials and point‑of‑sale displays are visible and up to date
• Report sales successes, key interactions, and insights to your line manager
• Attend team meetings and contribute ideas for improving performance
• Complete shift reports accurately and on time via Global Connect
• Monitor your performance against daily and weekly KPIs

• Excellent verbal and written communication skills (English)
• Confidence in interacting with passengers and influencing buying decisions
• Strong organisational skills and attention to detail
• IT‑literate (PowerPoint, Word, Excel)
• Commercial awareness and a proactive mindset
• Ability to problem‑solve and make decisions in real time
• Professional, positive, and customer‑centric attitude

We welcome candidates who can speak one or more of the following languages:
French, Vietnamese, Japanese, Mandarin/Cantonese, German.

• Ability to comply with Heathrow Airport airside pass rules and security protocols

You’ll be part of a supportive, energetic team that takes pride in delivering outstanding passenger experiences. You’ll also have opportunities to develop your skills, contribute ideas, and play a key role in driving commercial success at Heathrow Airport.

• £2.50 daily contribution towards lunch at the staff canteen
• 10% staff discount at airport restaurants
• 10% staff discount at selected retail stores
• Comprehensive Healthcare – Access to Medicare plus life insurance and Employee Assistance Program
• Generous Pension Plan – Growing contributions as your service increases to help you plan for the future
• Paid Time Off – 20 days holiday, plus bank holidays, and an additional day off on your birthday
• Paid Volunteering Day – Make a difference in your community
• Career Development – Access to Acosta University and internal promotion programmes
• Company Tools – State‑of‑the‑art technology to ensure you are set up for success
• Inclusive Culture – supportive, diverse, and values‑driven environment
• Employee Engagement – Social events, recognition programmes and wellness initiatives

We believe diversity and inclusion are the foundation of innovation and success. We welcome people from all backgrounds and experiences.