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Airport Lounge Operations Manager

2 months ago

San Francisco, California, United States Hyde Park Hospitality Full time
Job Summary

The Airport Lounge Supervisor is a key member of our team at Hyde Park Hospitality, responsible for ensuring exceptional guest experiences in our airport lounge. This role requires a hands-on leader who can execute policies, procedures, and brand standards to achieve high levels of guest satisfaction.

Key Responsibilities
  • Leadership and Team Management
    • Oversee shifts, hold pre-shift huddles, and complete shift notes
    • Direct the activities of up to 30 team members at any given time
    • Assign duties to staff and follow up for completion
    • Coach and train staff
  • Guest Experience and Service
    • Meet guest needs through communication and courteous guest service skills
    • Ensure that guests are satisfied with their experience at the lounge through regular interactions with guests
    • Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of guest satisfaction and quality service
  • Operational Management
    • Coordinate administrative and operational activities of assigned team members
    • Monitor number of alcoholic beverages served to passengers and alert management to potential problems
    • Comply and ensure your team follows all TSA and local airport authority regulations
  • Administrative Tasks
    • Perform administrative tasks as required
    • Assist managers with the interviewing and hiring process of new hourly staff
  • Regulatory Compliance
    • Maintain a thorough knowledge of all required regulatory agency requirements
    • Maintain current state approved Responsible Alcohol Management certification and/or Food Handlers / Managers Permit, if applicable
    Requirements
    • Previous guest service or hospitality experience and/or training
    • Demonstrates management and leadership skills
    • Demonstrates the ability to interact with guests and coworkers in a friendly, enthusiastic, and outgoing manner
    • Ability to effectively and pleasantly present information in one-on-one and group settings to guests and other team members of the Company
    • Requires ability to maintain composure under pressure and awareness of surroundings and cultural differences
    • Requires ability to maintain a presentable and polished appearance in keeping with service standards in a best-in-class environment
    • Be able to stand during entire scheduled shift
    • Ability to handle the stress of a face-paced work shift up to ten (10) hours
    • Requires the ability to lift and / or move up to 40 pounds
    • Requires the ability to walk, bend, twist, and stand to perform normal job functions
    • Report on work on a regular and timely basis
    • Able to work rotating shifts including weekends and holidays
    • Must be able to pass and obtain security background check and clearance to work in airport environment
    Benefits
    • Medical Insurance (Health, Dental, Vision)
    • Disability Insurance
    • Vacation and PTO
    • 401K Plan with generous Company Matching
    • Employee Assistance Program (EAP)
    • Employee Corporate Discounts for nationally recognized products and services