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Airport Lounge Supervisor

4 weeks ago

Phoenix, Arizona, United States Hyde Park Hospitality Full time
Job Summary

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

Key Responsibilities
  • Oversee shifts, hold pre-shift huddles, and complete shift notes
  • Meet guest needs through communication and courteous guest service skills
  • Ensure guests are satisfied with their experience at the lounge through regular interactions
  • Coordinate assigned team members in accordance with company policies and applicable laws
  • 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 Front of House staff
  • Assist with cleaning rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, break rooms if assigned by a manager
  • Communicate with guests and employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information
  • Remain calm and alert, especially during emergency situations and/or heavy lounge activity, serving as a role model for the staff and other lounge employees
  • Supervise the activities of employees on the front desk to ensure they are greeting guests in a friendly manner and answering any questions they may have regarding lounge policies or services provided
  • Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of guest satisfaction and quality service
  • Assist managers with the interviewing and hiring process of new hourly staff
  • Coordinate with lounge managers to resolve service issues requested by the guests
  • Monitor number of alcoholic beverages served to passengers and alert management to potential problems
  • 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
  • Possess basic working knowledge of alcoholic beverages
  • Perform administrative tasks as required
  • Comply and ensure your team follows all TSA and local airport authority regulations
  • Other duties as assigned
Requirements
  • 5 years of previous guest service or hospitality experience and/or training
  • 2-3 years of previous leadership/supervisory experience
  • Demonstrates management and leadership skills
  • Demonstrates 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 ability to lift and/or move up to 40 pounds
  • Requires 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 (childcare, electronics, entertainment, hotels, home, groceries, restaurants, auto, travel, and pets)