Guest Services Lounge Manager

2 weeks ago

Toledo, Iowa, United States Hyde Park Hospitality Full time
Job Overview

Position: Airport Lounge Supervisor

Compensation: $27.00-$28.00 per hour

Role Summary

The Airport Lounge Supervisor serves as a proactive leader, dedicated to implementing policies, procedures, and brand standards to enhance guest satisfaction. This role involves coordinating both administrative and operational tasks of the assigned team members at the lounge situated within the airport environment. The Supervisor will oversee all staff during their shift and possess comprehensive knowledge of all lounge roles, promoting exceptional hospitality service.

Essential Skills

  • Guest Engagement: Uphold a friendly, cheerful, and courteous demeanor to ensure an outstanding guest experience while addressing inquiries accurately.
  • Hospitality Orientation: Prioritize guest satisfaction and create memorable experiences with a generous and warm approach.
  • Leadership: Lead by example, providing clear guidance and direction to team members.
  • Multi-Tasking: 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 content in work-related documents effectively.
  • Effective Communication: Convey information clearly through verbal and written communication.
  • Conflict Management: Resolve issues professionally and courteously.
  • Problem Solving: Develop effective solutions to overcome challenges.

Key Responsibilities

  • Supervise shifts, conduct pre-shift meetings, and complete shift documentation.
  • Address guest needs through effective communication and exceptional service skills.
  • 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 at any given time.
  • Delegate tasks to staff and ensure completion.
  • Provide coaching and training to team members.
  • Communicate positively with guests and staff, responding to requests with appropriate actions.
  • Maintain composure during high-pressure situations, serving as a role model for staff.
  • Oversee front desk operations to ensure friendly greetings and accurate information dissemination.
  • Address guest complaints and issues promptly to uphold high service standards.
  • Assist management in the recruitment and onboarding of new staff.
  • Collaborate with lounge management to resolve service-related concerns.
  • Monitor beverage service to guests and report any potential issues to management.
  • Stay informed about regulatory agency requirements.
  • Maintain necessary certifications as required.
  • Perform administrative duties as needed.
  • Ensure compliance with TSA and local airport authority regulations.
  • Undertake additional responsibilities as assigned.

Minimum Qualifications:

  • Prior experience in guest service or hospitality.
  • Demonstrated management and leadership capabilities.
  • Ability to engage positively with guests and colleagues.
  • Effective presentation skills in individual and group settings.
  • Capability to remain composed under pressure and navigate cultural differences.
  • Maintain a polished appearance consistent with service standards.
  • Ability to stand for the duration of the scheduled shift.
  • Capacity to manage the demands of a fast-paced work environment.
  • Physical ability to lift and move up to 40 pounds.
  • Ability to walk, bend, twist, and stand as required by job functions.
  • Consistent reporting on work activities.
  • Willingness to work rotating shifts, including weekends and holidays.
  • Pass a security background check for airport access.

Benefits Offered:

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

About Hyde Park Hospitality

Hyde Park Hospitality (HPH) is a rapidly growing company with a strong foundation in the food service industry. Recognized for our dynamic approach, we provide a range of services including airport concessions, staffing management, brand licensing, and food management solutions. With a commitment to diversity, HPH welcomes applicants from all backgrounds and experiences to join our team.

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