Supervisor - Airport Lounge (PHX)

Pay: $24.00 per hour

Job Summary:

The role of the Airport Lounge Supervisor is a hands-on leader, focused on executing policies, procedures, and brand standards to achieve guest satisfaction through coordinating administrative and operational activities of assigned team members at the premium lounge, by Airport Dimensions supporting the Chase Sapphire Lounge by The Club, located in the Phoenix Sky Harbor Airport. They will be responsible for overseeing all front of the house (FOH) employees during their shift. In addition, the Supervisor will have proficient knowledge in all lounge FOH positions and champion hospitality service.

Basic Skills:

• Guest Experience- Maintains a friendly, cheerful, and courteous demeanor always ensuring the highest level of guest experience. While accurately answering inquiries from guests.
• Hospitality Focus – focus on guest satisfaction and providing memorable experiences. generous, friendly, and warm spirited.
• Leadership – lead by example, take control and provide employees with clear guidance and direction.
• Multi-Tasking – ability to manage multiple responsibilities at once by focusing on one task while keeping track others.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
• Speaking – Talking to others to convey information effectively.
• Writing – Communicating effectively in writing as appropriate for the needs of the audience.
• Conflict Resolution – Deescalate situations in a professional and courteous manner.
• Problem Solving – develop solutions to remove obstacles to problems that may arise

Primary Job Duties:

• Oversee shifts, hold pre-shift huddles, and complete shift notes
• Meet guest needs through communication and courteous guest service skills
• Ensuring that guests are satisfied with their experience at the lounge through regular interactions with guests
• Responsible for coordination of assigned team members in accordance with the Company’s 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
• Supervising the activities of employees on the front desk to ensure that 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
• Possessing 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

Key Attributes:

• Team spirited – excellent ability to collaborate with all staff and departments, being a team player and a respectful and approachable member of the management team and wider staf and partners.
• Being accountable and taking ownership of the duties as set out, and others assigned
• Employing the “Customer First” philosophy (including guests, staff, partners and other stakeholders) in meeting their needs and expectations.
• The ability to listen to the “customers” needs, in turn offering confident recommendations, resulting in high satisfaction outcomes
• Ability to make decisions quickly and effectively, when unanticipated situations may arise
• Knowledgeable about the lounge, and the business operation as a whole
• Communicate well both verbally and in writing
• Provide all information in a timely and efficient manner
• Always follow established safety procedures. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty

Minimum Acceptable Qualifications:

• 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 the 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 the ability to lift and / or move up to 40 pounds
• Requires the 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)

ABOUT THE COMPANY

Hyde Park Hospitality (HPH) is a young—but dynamic and fast-growing—company built on deep roots in the food business. HPH earned Crain’s Fast 50 Award in 2024 for being one (ranked 30th) of the fifty fastest growing businesses in the Chicago-area! We provide services ranging from airport concessions, management staffing, brand licensing, to contracted food and facilities management. With a 75% diverse senior management team, HPH values diversity and welcomes everyone with necessary qualifications and experience, regardless of race, gender, sexual orientation, age, disability, veteran status, and any other protected status, to apply. Learn more about us at hph-us.com.