Lead Lounge Agent - YTZ

Swissport International; Toronto; On-site; CAD 29,000 - 32,000; Full time

Benefits offered by this job

Competitive pay $21.75/hr

Paid training

Group benefits

Uniform

Job summary

Swissport International is seeking a Lead Lounge Agent to manage lounge operations on a rotating schedule, including check-in, buffet oversight, guest service, and supervising Lounge Agents to ensure policy adherence.

You will greet passengers, verify eligibility for lounge access, handle inquiries, and coordinate with the Lounge Manager for maintenance and inventory. A High School diploma, strong English, and hospitality experience are essential.

Qualifications

• High School diploma or GED equivalent.
• Available to work 40 hours a week and start as early as 4 am based on staffing needs, with flexibility for various shifts.
• Strong communication skills in English, spoken and written, and preferably French.
• Passionate about customer service and relevant work experience.
• Experience in Hospitality/F&B is an asset.
• Self-motivated and able to work independently.
• Attentive to detail and numerate.
• Able to follow processes and use Microsoft applications (Word, Excel, PowerPoint).
• Good organizational skills and the ability to prioritize.
• Positive attitude.
• Ability to stand for long periods.

Responsibilities

• Provide passengers with an exceptional level of customer service.
• Greet passengers and explain Lounge services to maintain loyalty.
• Verify guest eligibility for lounge access.
• Address guest inquiries and resolve issues promptly and professionally.
• Document guest feedback and report incidents or maintenance needs.
• Restock shelves and assist with inventory checks.
• Support back-of-house operations and ensure table checks are completed.
• Monitor and manage bar and lounge duties, including alcohol service.
• Perform regular checks to maintain a professional lounge image and coordinate with maintenance.

Skills

Customer service

Communication skills

Attention to detail

Independency

English proficiency

French (preferred)

Education

High School diploma

Tools

MS Office

POS system

Job description

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things, and Win as a Team, and we are currently seeking dedicated individuals who align with these values to join our team at various locations across the globe.

If you have a passion for hospitality, enjoy meeting new people, and enjoy giving customers a great start to their travels in a bustling & exciting airport setting, then this is the role for you! Swissport operates 50+ airport lounges across the world under the brand name “Aspire Lounges”.

Our lounges are not quite cafés or restaurants but offer a haven for guests looking for a comfortable seat, complimentary food and drinks, great WiFi, and above all, a fantastic experience before their flight, no matter the reason for the journey

Job Summary

The Lead Lounge Agent will take care of the operations on a rotation basis related to the check-in process at the lounge, overseeing the buffet, replenishing the buffet, servicing guest requests, and cleaning up tables after client use. They will also be responsible for supervising and managing Lounge Agents to ensure that all tasks and company policies are being followed.

Your activities

• Always provide the passengers with an exceptional level of customer service
• Greet passengers as they enter the Lounge and introduce them to all aspects of theLounge product, advising them of all available services and helping to maintain customer loyalty
• Verify guest eligibility for lounge access based on membership status, ticket class, or other criteria
• Address guest inquiries and resolve any issues or complaints promptly and professionally
• Document guest feedback and report any incidents or maintenance needs to the Lounge Manager
• Responsible for restocking shelves and coolers; assisted with inventory check
• Collect dirties and support the back of the house, and ensure table checks are completed
• Prepare and handle duties, and monitor the alcoholic consumption of customers
• Help serve customers in different areas of the lounge and bar
• Carry out regular checks of all areas of the lounge to ensure a professional image, and follow up with maintenance work
• Ensure proper cleaning procedures are followed, and that personal protective equipment (PPE) is worn at all times during the shift. Employees are expected to follow all health and safety regulations, enforced and updated by the company
• Other responsibilities will also include:
• Daily transaction checks on the POS
• Assist the manager with Month end reports
• Monitoring and requesting orders for supplies to the Manager
• Monitoring and enforcing shift checklists

Your profile

• High School diploma or GED equivalent
• Available to work 40 hours a week and start as early as 4 am based on the lounge's staffing needs, but flexible to work on various shifts (days, evenings, nights, weekends, holidays)
• Strong communication skills in English, spoken and writtenand preferably French.
• Passionate about customer service and must have relevant work experience
• Experience in the Hospitality/F&B /F&B industry is an asset
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply a flexible approach when required
• Communication and writing skills
• Ability to use computers and knowledge to work with Microsoft applications (Word, Excel, PowerPoint)
• Good organizational skills and the ability to prioritize
• Positive attitude
• Ability to stand for long periods of time

What we offer

• Competitive pay rate at $21.75 / hour
• Paid training
• Group benefits (Insurance, RRSPs, etc.)
• Uniform

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and ensures that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at www.careers.swissport.com to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!