Senior Manager Lounge
About The Position
The Senior Manager, Lounge provides strategic and operational leadership for a large, complex Alaska Lounge operation. The role is accountable for guest and employee experience, financial performance, operational execution, and achievement of business objectives. It leads managers and teams across multiple operational disciplines, shapes and executes strategy for the assigned Lounge operation, and balances long-term planning with operational performance. The position also influences broader Lounge strategy, standards, and initiatives, partnering across Alaska Airlines to deliver a differentiated guest experience and advance the long-term objectives of the Alaska Lounge network. The role oversees multiple lounges and disciplines, including staffing, guest experience, facilities, partnerships, financial performance, and service delivery. It owns relationships and performance of third-party food and beverage partners, sets expectations, and holds vendors accountable for service delivery, staffing, food quality and safety, operational standards, and contractual commitments. The Senior Manager leads people managers and frontline teams through clear direction, delegation, coaching, performance management, talent development, and succession planning. The position develops solutions to complex operational and guest experience challenges and evolves processes and operating practices to improve service, efficiency, and performance. It requires availability for weekends, holidays, various shifts, and after-hours issues and emergencies as needed. The role is based at the Seattle airport and requires obtaining and maintaining an airport SIDA badge.
Requirements
- At least 7 years of experience in customer/guest service, guest experience, hospitality, operations, loyalty marketing, or a related area.
- At least 4 years of leadership experience, including some direct people leadership.
- Bachelor’s degree, or an additional two years of relevant training or experience in lieu of the degree.
- Experience managing a team of 50 or more people, including people managers.
- Experience scheduling shift work.
- Experience managing budget controls.
- Experience overseeing a 24/7 operation.
- Demonstrated customer service skills and familiarity with Alaska Airlines culture, policies, and practices.
- Effective verbal, written, and listening communication skills.
- Ability to motivate others and constructively resolve personnel problems.
- Detail-oriented and highly organized, with the ability to multitask and work independently with limited guidance in a fast-paced environment.
- Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- Ability and willingness to work weekends, holidays, and various shifts, and to be accessible 24/7 for after-hours issues and emergencies as needed.
- Must have or be able to obtain a Washington State Food Handlers Certificate and Washington State Mandatory Alcohol Server Training (MAST) permit.
- Ability to lift up to 50 lbs., bend, walk, and remain standing for extended periods.
- Ability and willingness to serve alcohol.
- High school diploma or equivalent.
- Minimum age of 21.
- Must be authorized to work in the U.S.
- Must qualify for and maintain an airport SIDA badge if working at an airport.
Nice To Haves
- Previous airline experience.
- Two years of experience leading managers or supervisors and large (50+) operational teams.
- Experience overseeing food and beverage operations.
- Knowledge of Lounge policies and procedures.
- Experience with IMAGE, SOLAR, PeopleSoft, Kronos, RosterApps, LoungeIn, Clover, and My Account.
Responsibilities
- Lead a complex, multi-lounge operation across multiple operational disciplines and people leaders, with accountability for guest and employee experience, financial performance, operational execution, and strategic objectives.
- Shape and execute strategy for assigned Lounge operations, translating broader priorities into annual plans and objectives for staffing, guest experience, facilities, partnerships, financial performance, and service delivery.
- Own relationships with third-party food and beverage partners; set expectations and hold vendors accountable for service delivery, staffing, food quality and safety, operational standards, and contractual commitments.
- Partner with vendor leadership to resolve complex performance issues and drive continuous improvement.
- Balance strategic priorities with tactical execution; make operational decisions and establish priorities and resource allocation across disciplines.
- Influence broader Alaska Lounge strategy, standards, programs, and operating practices by identifying emerging business needs, opportunities, and scalable solutions.
- Develop and implement solutions to complex operational and guest experience challenges; establish or evolve processes, standards, and practices that improve service, efficiency, and performance.
- Lead and develop people leaders and frontline teams by setting direction, priorities, and accountability, and by delegating, coaching, managing performance, developing talent, and planning succession.
- Work weekends, holidays, and various shifts, and be accessible 24/7 for after-hours issues and emergencies as needed.
- Serve alcohol and obtain or maintain a Washington State Food Handlers Certificate and Washington State MAST permit.
- Obtain and maintain a SIDA badge when working at an airport.
Benefits
- Free standby travel privileges on Alaska Airlines, Hawaiian Airlines, and Horizon Air with high-priority status.
- A select number of confirmed travel credits provided annually.
- Medical, dental, and vision benefits.
- 401(k) match program.
- Annual bonus plans.
- Holiday and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
