Premium Lane Attendant Supervisor

VIP Hospitality LLC•Seattle, WA

7d•Onsite

About The Position

The Premium Lane Attendant Supervisor is responsible for supervising, directing, and supporting Premium Lane Attendants assigned to airport terminal and TSA security checkpoint operations. This role ensures Premium Lane Attendants deliver a high-quality, professional guest experience while maintaining safety, security, and efficient lane operations. The Supervisor serves as the on-site leader, escalation point, and liaison between frontline staff, airport stakeholders, and company management. Work Locations, Environment, and Conditions Work areas may change, expand, or contract based on operational needs, contract requirements, and agreements with the contract holder and company management. All work is primarily indoors, excluding related landside operations. TSA security checkpoints and associated premium and standard queuing lanes Airport terminal corridors entering and exiting checkpoint areas Associated passenger processing and queuing spaces

Requirements

Demonstrated experience supervising frontline teams in high-volume, customer-facing environments
Strong situational awareness and sound judgment in fast-paced operations
Proficiency with two-way radios, mobile devices, tablets, and scheduling/timekeeping systems
Ability to manage premium lanes, queues, and passenger flow using stanchions, signage, and space controls
Strong communication, coaching, and de-escalation skills
Working knowledge of TSA checkpoint operations, customer service standards, and safety protocols
Ability to train, mentor, and hold Premium Lane Attendants accountable for performance and policy compliance
Ability to stand and walk for extended periods, up to the full shift (excluding breaks)
Ability to move continuously between lanes and checkpoint areas
Ability to lift up to 75lbs.
Ability to assist with unoccupied wheelchairs and luggage carts up to 50 lbs when operationally necessary

Responsibilities

Supervise daily activities of Premium Lane Attendants, ensuring proper lane coverage, positioning, and compliance with assigned schedules
Monitor premium lane flow, queue lengths, wait times, and crowd conditions, making real-time adjustments to staffing and lane assignments
Ensure Premium Lane Attendants are visible, engaged, and delivering an elevated guest experience
Serve as the primary escalation point for guest concerns, premium lane issues, and operational challenges
Ensure compliance with company policies, airport rules, TSA procedures, and contract requirements
Provide real-time coaching, guidance, and corrective action to Premium Lane Attendants
Conduct shift briefings, post assignments, and communicate operational updates clearly and consistently
Track and document attendance, reliability, performance, and conduct of Premium Lane Attendants
Address performance, conduct, or attendance issues promptly and escalate to management or HR when required
Coordinate with TSA and airport stakeholders to support smooth checkpoint operations
Ensure hazards, safety concerns, and security issues identified by Premium Lane Attendants are reported and addressed
Lead premium lane operations during emergencies, including medical incidents, evacuations, or security-related events
Ensure proper use of PPE and adherence to safety and security protocols