Lounge Agent (ORD)

Alliance Ground International•Chicago, IL

3d•Onsite

About The Position

Lounge Agents welcome guests into the Wingtips Airport Lounge, arrange special services, answer questions, and deliver exceptional customer service so guests feel valued and want to return. The role includes verifying passenger eligibility, welcoming entitled passengers, offering amenities, answering questions about airport and airline operations, and coordinating with food attendants to maintain food quality. Agents keep the lounge clean, tidy, and replenished, and ensure it is properly set up for morning, afternoon, and evening service. Team members are expected to follow AGI and applicable health, safety, and security rules; attend required training; report hazards and incidents; and take reasonable care for their own safety and that of others. The position requires physical activity, including lifting up to 14 kg and standing, lifting, bending, pushing, and pulling for extended periods. Agents must be flexible to work various and irregular shifts, including weekends and late evenings, and may need to work extended hours on short notice during non-routine operations. Alliance Ground International provides ground handling services to more than 100 airlines at 61 airports across the U.S. and Canada. It has over 12,000 team members and supports more than 1.5 billion kilos and 400,000 departures. AGI emphasizes quality service, safety, diversity, and inclusion.

Requirements

Must be at least 18 years of age.
Must have a high school diploma or equivalent.
Must be able to obtain airport security clearance, including checks of the previous five years of employment, criminal record, and residence history.
Must have at least one year of face-to-face customer service experience in a hotel, restaurant, private club, lounge, or similar setting.
Must be able to communicate with customers and fellow employees and work as part of a team under varied conditions.
Must have authorization to work in the United States if the work location is in the U.S., or authorization to work in Canada if the work location is in Canada.
Must be able to lift up to 14 kg.
Must be able to stand, lift, bend, push, and pull for extended periods.
Must be able to work extended hours on short notice during non-routine operations.
Must be flexible to work various shifts, weekends, and irregular shifts, including late evening shifts.

Nice To Haves

Demonstrated leadership skills in the workplace.

Responsibilities

Provide friendly, professional service to guests and address them by name when possible.
Offer amenities to guests as needed.
Respond to guest requests for assistance or information about airport and airline operations.
Maintain a clean and professional appearance.
Coordinate with food attendants to ensure food products meet standards for freshness and appearance.
Replenish lounge items as needed.
Follow AGI workplace rules and regulations to help ensure a safe work environment.
Maintain expected service levels at all times.
Observe applicable New York health and safety standards.
Verify passenger eligibility to access the lounge and welcome entitled passengers.
Ensure the lounge remains replenished and tidy.
Ensure proper lounge setup for morning, afternoon, and evening service.
Take reasonable care for personal and others’ health, wellbeing, safety, and security at work.
Cooperate with managers and supervisors on legal and company requirements.
Avoid intentionally or recklessly interfering with or misusing company safety, security, and welfare provisions.
Inform a manager or supervisor about work situations, equipment, or activities presenting serious or immediate danger.
Report hazards, near misses, incidents, accidents, and dangerous occurrences to a manager or supervisor.
Follow provided work information, training, and health, wellbeing, safety, and security procedures.
Understand AGI Health & Safety and Security policies and attend required training.