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Airport Lounge Operations Manager

2 months ago

Ontario California, United States Swissport International AG Full time
Job Summary

The Airport Lounge Operations Manager is responsible for overseeing the day-to-day operations of the airport lounge, ensuring exceptional customer service levels are met through proactive monitoring and supervision of employees and suppliers. The successful candidate will foster strong working relationships with airline partners and execute Swissport's policies to ensure compliance with airport, company, and regulatory requirements.

Key Responsibilities
  • Execute and enforce Swissport's policies to ensure lounge operations are compliant with airport, company, and regulatory requirements.
  • Proactive Safety Reporting (SMT); initiate and lead incident investigations when required.
  • Schedule/adjust manpower assignments based upon operational needs while monitoring adherence to meals and rest break policies.
  • Clear daily time card exceptions/corrections and review attendance infractions.
  • Partner with training department to facilitate on-job training for new hires.
  • Liaise with Airline Customers as their main point of contact for Swissport.
  • Weekly invoicing on business revenue.
  • Coach, counsel and take appropriate disciplinary action as needed for subordinate employees.
  • Supervise all lounge agents regarding the day-to-day operations of the lounge.
  • Attend to and resolve customer concerns and/or complaints.
  • Greeting, engaging with and registering customers at reception.
  • Daily stock/inventory level monitoring and ordering.
  • Other duties as assigned.
Requirements
  • Must be 21 years of age or older.
  • High school diploma or equivalent.
  • Minimum 2 years' experience in a supervisory role and/or lounge operations.
  • Reliable transportation to and from the airport.
  • Able to lift 50 lbs without assistance.
  • Physically able to be on your feet during an entire shift (8 hrs); walking, bending, stooping, twisting, reaching, pulling, pushing, kneeling, and crouching.
  • Positive attitude and willingness to get along with co-workers.
  • Ability to pass a 10 yr. federal background check.
  • Professional personality and strong customer service knowledge.