Airport Lounge Lead: Guest Experience & Team Coach

Hyde Park Hospitality; Grand Rapids (MI); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Disability Insurance

Vacation & PTO

401K Matching

EAP

Employee Discounts

Job summary

Hyde Park Hospitality operates The Club lounge inside Grand Rapids Gerald R. Ford International Airport and is seeking an Airport Lounge Supervisor to lead a team, ensure guest satisfaction, and uphold brand standards.

The role involves coordinating administrative and operational activities, overseeing shifts, and maintaining knowledge of lounge policies. Availability for all shift timings, weekends, and holidays is required.

Qualifications

• Guest service experience in hospitality required.
• Demonstrates management and leadership skills.
• Ability to interact with guests and coworkers in a friendly, enthusiastic manner.
• Ability to present information clearly in one-on-one and group settings.
• Maintains composure under pressure and awareness of surroundings and culture.

Responsibilities

• Oversee shifts, hold pre-shift huddles, and complete shift notes.
• Meet guest needs through courteous service.
• Ensure guests are satisfied through regular guest interactions.
• Coordinate staff in accordance with Company policies and laws.
• Direct activities of up to 30 team members.
• Assign duties and follow up for completion.
• Coach and train staff.
• Communicate with guests and employees clearly.
• Remain calm during emergencies and busy periods.
• Supervise front desk interactions and lounge policies.
• Resolve guest issues quickly to maintain satisfaction.
• Assist managers with interviewing and hiring hourly staff.
• Coordinate with lounge managers to resolve service issues.
• Monitor alcoholic beverages and alert management as needed.
• Maintain knowledge of regulatory requirements and certifications.
• Possess basic working knowledge of alcoholic beverages.
• Perform administrative tasks as required.
• Comply with TSA and airport regulations.
• Other duties as assigned.

Skills

Guest service experience

Leadership

Guest interaction

Communication

Composure under pressure

Presentable appearance

Stamina for shifts

Weekend/holiday availability

Security clearance readiness

Airport environment knowledge

Job description

Hyde Park Hospitality operates The Club lounge inside Grand Rapids Gerald R. Ford International Airport and is seeking an Airport Lounge Supervisor to lead a team, ensure guest satisfaction, and uphold brand standards.

The role involves coordinating administrative and operational activities, overseeing shifts, and maintaining knowledge of lounge policies. Availability for all shift timings, weekends, and holidays is required.