Manager Alaska Lounge

Alaska Airlines, Inc.; SeaTac (WA); On-site; USD 95,000 - 143,000; Full time

Benefits offered by this job

Stand-by travel privileges

Well-being programs

401k match

Job summary

Alaska Airlines is seeking a Manager for the Alaska Lounge to lead lounge operations and the guest experience across assigned locations. You will set priorities, manage staffing and partnerships, and ensure service and safety standards are consistently met.

The role requires leadership, extensive customer service background, and comfort managing a 24/7 operation with a focus on continuous improvement and strong collaboration with food service partners.

Qualifications

• 5 years of experience in customer/guest service, hospitality, operations, loyalty marketing or related area.
• 2 years of leadership experience.
• Bachelor’s degree, or equivalent training/experience.
• Experience scheduling shift work.
• Experience managing budget controls.
• Experience overseeing a 24/7 operation.
• Demonstrated customer service skills and familiarity with Alaska Airlines culture.
• Effective communication skills.

Responsibilities

• Leads and establishes priorities of the Alaska Lounge team.
• Executes on strategy for Alaska Airlines airport lounges within assigned lounge location.
• Contributes to staffing, guest experience, partnerships, and initiatives for the location.
• Manages daily lounge operations, staffing, schedules, inventory, and vendor management.
• Resolves complex guest complaints and provides feedback for operations issues.
• Oversees local financial objectives and budget adherence.
• Oversees the lounge's third-party culinary partner to ensure food quality and service delivery.
• Partners with vendor leadership to ensure staffing, workflows, and outputs meet service levels.
• Escalates vendor-related issues and drives timely resolution and continuous improvement.
• Supports local marketing initiatives to grow lounge memberships.

Skills

Customer service

Leadership

Budget management

Staffing scheduling

Vendor management

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Company

Alaska Airlines

The Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Role Summary

The Manager Alaska Lounge is responsible for executing on the strategy and daily operations for airport lounges at Alaska Airlines. As a people leader, this role leads and establishes priorities for the lounge team in assigned lounge location to provide Alaska Airlines guests a superior airport and travel experience.

Key Duties

• Leads and establishes priorities of the Alaska Lounge team.
• Executes on strategy for Alaska Airlines airport lounges within assigned lounge location.
• Contributes to the long-term strategy and planning for staffing, guest experience, partnerships, and initiatives for designated location.
• Responsible for the success of the daily lounge operation (e.g. staffing/schedules, outstanding operational or facilities issues, inventory control procedures, vendor management, etc.)
• Resolves complex, escalated guest complaints and provides appropriate feedback for operations issues.
• Manages local financial objectives, ensuring guidelines are met and expenses are within budget.
• Leads the day-to-day relationship with the lounge’s third-party culinary partner, ensuring clear communication and alignment to Alaska Lounge standards. Ensures food quality, safety, and service delivery expectations are consistently met.
• Partners closely with the vendor’s on-site leadership to oversee food and beverage execution. Addresses performance gaps in real time and ensures staffing, workflows, food & beverage products and all outputs consistently meet service level expectations.
• Serves as the primary escalation point for vendor-related operational issues. Collaborates with internal partners to drive timely resolution, accountability, and continuous improvement.
• Provides input into the strategy for local key marketing initiatives to strengthen lounge loyalty and grow memberships.
• Owns and continuously focuses on improving the customer and employee experience.
• Liaises with other station leaders at airports within the designated region to cultivate partnerships and ensure superior customer service is provided to guests at all Alaska checkpoints throughout their airport experience.
• Develops people through timely, effective performance management and ongoing feedback focusing on delegation, coaching, growing and developing the team for capacity and growth, managing performance of individuals in executing tasks, and time management.
• Oversees required training and conducts audits of all training records to ensure compliance with all company and regulatory policies and rules.
• Shapes the culture and work environment of the team through action, presence, strong communication and reinforcement of behaviors.

Job-Specific Experience, Education & Skills

Required

• 5 years of experience in customer/guest service, guest experience, hospitality, operations, loyalty marketing or related area.
• 2 years of leadership experience.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• 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 communication skills (e.g., verbal, written, and listening).
• Demonstrated leader capability of motivating others and constructively resolving personnel problems.
• Detail-oriented and highly organized, with ability to multi-task and work independently with limited guidance in a fast-paced environment.
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Ability and willingness to work weekends, holidays, and various shifts, as well as be accessible 24/7 for after hour issues and emergencies as needed.
• Must have, or be able to obtain, a Washington State Food Handlers Certificate as well as the Washington State Mandatory Alcohol Server Training (MAST) permit.
• Must be able and willing to serve alcohol.
• Must be able to lift up to 50 lbs. and be able to bend, walk and remain standing for extended periods of time.
• High school diploma or equivalent.
• Minimum age of 21.
• Must be authorized to work in the U.S.

Preferred

• Previous airline experience.
• 2 years experience leading managers/supervisors and large (50+) operational teams.
• Experience overseeing food & beverage operations.
• Knowledge of Lounge policies and procedures.
• Experience with IMAGE, SOLAR, PeopleSoft, Kronos, RosterApps, LoungeIn, Clover and My Account.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Starting Rate

Salary Range

$95,450 -- $143,200 / year

Bonus

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note: We don’t typically hire at the top of the range.

Total Rewards

Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Annual bonus plans
• Generous holiday and paid time off

For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Airport SIDA Badge Requirements

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated.

Regulatory Information

Equal Employment Opportunity Policy Statement

It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.

To implement this policy, we will:

(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;(2) Ensure that employment decisions are based only on valid job requirements; and(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.

Government Contractor & Department of Transportation (DOT) Regulations Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.