Airport Lounge Supervisor

Hyde Park Hospitality • Grand Rapids, MI

23h • Onsite

About The Position

The Airport Lounge Supervisor is a hands-on leader responsible for carrying out policies, procedures, and brand standards to achieve guest satisfaction. The role coordinates administrative and operational activities for assigned team members at The Club lounge inside Grand Rapids Gerald R. Ford International Airport and oversees employees during the shift. The Supervisor is expected to know all lounge positions and champion hospitality service.

The Supervisor leads shift operations, communicates with guests and employees, assigns and follows up on staff duties, and helps train and coach team members. The role also supports hiring, resolves guest and service issues, monitors alcohol service, completes administrative tasks, and ensures compliance with TSA and local airport authority regulations. Availability is required for all shift timings, any day, including weekends and holidays.

Requirements

• Previous guest service or hospitality experience and/or training.
• Demonstrated management and leadership skills.
• Ability to interact with guests and coworkers in a friendly, enthusiastic, and outgoing manner.
• Ability to present information effectively and pleasantly in one-on-one and group settings to guests and team members.
• Ability to maintain composure under pressure and awareness of surroundings and cultural differences.
• Ability to maintain a presentable and polished appearance in keeping with service standards.
• Ability to stand for the entire scheduled shift.
• Ability to handle the stress of a fast-paced work shift lasting up to 10 hours.
• Ability to lift and/or move up to 40 pounds.
• Ability to walk, bend, twist, and stand to perform normal job functions.
• Ability to report to work regularly and on time.
• Ability to work rotating shifts, including weekends and holidays.
• Ability to pass and obtain a security background check and clearance to work in an airport environment.
• Guest experience skills, including a friendly, cheerful, and courteous demeanor and the ability to answer guest inquiries accurately.
• Hospitality focus and commitment to guest satisfaction and memorable experiences.
• Ability to lead by example and provide employees with clear guidance and direction.
• Ability to multitask and keep track of multiple responsibilities.
• Active listening, reading comprehension, speaking, and writing skills.
• Conflict resolution skills, including the ability to de-escalate situations professionally and courteously.
• Problem-solving skills to develop solutions to obstacles that arise.

Responsibilities

• Oversee shifts, hold pre-shift huddles, and complete shift notes.
• Meet guest needs through clear communication and courteous service, and regularly interact with guests to ensure their satisfaction.
• Coordinate assigned team members in accordance with company policies and applicable laws.
• Direct the activities of up to 30 team members at a time.
• Assign duties to staff and follow up to ensure completion.
• Coach and train staff.
• Communicate positively and clearly with guests and employees, listen to requests, respond appropriately, and provide accurate information.
• Remain calm and alert during emergencies or periods of heavy lounge activity, serving as a role model for staff.
• Supervise front desk employees to ensure they greet guests courteously and answer questions about lounge policies and services.
• Resolve guest issues, complaints, and problems promptly and efficiently to maintain guest satisfaction and quality service.
• Assist managers with interviewing and hiring hourly staff.
• Coordinate with lounge managers to resolve guest-requested service issues.
• Monitor the number of alcoholic beverages served to passengers and alert management to potential problems.
• Maintain knowledge of required regulatory agency requirements.
• Maintain current state-approved Responsible Alcohol Management certification and/or Food Handlers / Managers Permit, if applicable.
• Perform administrative tasks as required.
• Comply with TSA and local airport authority regulations and ensure the team follows them.
• Perform other duties as assigned.

Benefits

• Medical insurance, including health, dental, and vision coverage.
• Disability insurance.
• Vacation and paid time off.
• 401(k) plan with company matching.
• Employee Assistance Program (EAP).
• Employee corporate discounts on nationally recognized products and services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed