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Airport Lounge Operations Supervisor

2 months ago

Jamaica, New York, United States Hyde Park Hospitality Full time
Job Overview

Position: Airport Lounge Operations Supervisor

Compensation: $28.00 per hour

Role Summary:

The Airport Lounge Operations Supervisor is a proactive leader dedicated to implementing policies, procedures, and brand standards to enhance guest satisfaction. This position involves coordinating the administrative and operational tasks of assigned team members at the premium lounge, specifically supporting the Chase Sapphire Lounge by The Club. The Supervisor will oversee all front-of-house (FOH) staff during their shifts, ensuring exceptional hospitality service.

Essential Skills:

  • Guest Engagement - Uphold a friendly and courteous demeanor to guarantee an outstanding guest experience while addressing inquiries accurately.
  • Hospitality Orientation - Prioritize guest satisfaction and create memorable experiences through warm and generous service.
  • Leadership - Set an example for others, providing clear guidance and direction to team members.
  • Multi-Tasking - Effectively manage various responsibilities simultaneously while maintaining focus on individual tasks.
  • Active Listening - Fully engage with others, understanding their points and responding appropriately.
  • Reading Comprehension - Interpret written documents relevant to the role.
  • Effective Communication - Convey information clearly and efficiently in both verbal and written forms.
  • Conflict Management - Address and de-escalate situations professionally and courteously.
  • Problem-Solving - Develop effective solutions to overcome challenges that may arise.

Key Responsibilities:

  • Supervise shifts, conduct pre-shift meetings, and document shift notes.
  • Address guest needs through effective communication and courteous service.
  • Ensure guest satisfaction through regular interactions and feedback.
  • Coordinate team members in alignment with company policies and regulations.
  • Direct activities of up to 30 team members during shifts.
  • Delegate tasks to staff and monitor completion.
  • Coach and mentor Front of House personnel.
  • Assist with cleaning and maintaining lounge areas as directed.
  • Communicate positively with guests and staff, responding to requests and providing accurate information.
  • Remain composed and alert during busy periods and emergencies, serving as a role model.
  • Oversee front desk operations to ensure friendly greetings and accurate information dissemination.
  • Resolve guest complaints and issues promptly to maintain high service standards.
  • Support management in the recruitment and onboarding of new staff.
  • Collaborate with lounge managers to address service-related concerns.
  • Monitor beverage service to ensure compliance with regulations.
  • Maintain knowledge of regulatory requirements and certifications.
  • Perform administrative duties as needed.
  • Ensure compliance with TSA and local airport authority regulations.
  • Other responsibilities as assigned.

Key Attributes:

  • Team Player - Collaborate effectively with all staff and departments.
  • Accountability - Take ownership of assigned duties and responsibilities.
  • Customer-Centric Approach - Prioritize the needs and expectations of guests and stakeholders.
  • Decision-Making - Make informed decisions swiftly in unexpected situations.
  • Operational Knowledge - Understand lounge operations and business practices.
  • Effective Communication - Convey information clearly and efficiently.
  • Timeliness - Provide information promptly and efficiently.
  • Safety Awareness - Follow safety protocols and report incidents immediately.

Minimum Qualifications:

  • 5 years of experience in guest service or hospitality.
  • 2-3 years of supervisory experience.
  • Demonstrated leadership and management capabilities.
  • Ability to engage positively with guests and team members.
  • Composure under pressure and cultural sensitivity.
  • Professional appearance in line with service standards.
  • Physical ability to stand for extended periods and lift up to 40 pounds.
  • Flexibility to work rotating shifts, including weekends and holidays.
  • Successful completion of security background checks for airport access.

Benefits:

  • Comprehensive Medical Insurance (Health, Dental, Vision)
  • Disability Coverage
  • Paid Time Off and Vacation
  • 401K Plan with Competitive Company Matching
  • Employee Assistance Program (EAP)
  • Corporate Discounts on various products and services

About Hyde Park Hospitality:

Hyde Park Hospitality (HPH) is a dynamic and rapidly growing company with a strong foundation in the food service industry. Recognized by Crain's Fast 50 Award for being one of the fastest-growing businesses in the Chicago area, HPH offers a range of services including airport concessions, staffing management, brand licensing, and food and facilities management. With a commitment to diversity, HPH encourages qualified candidates from all backgrounds to apply. Discover more about us at hph-.