Senior Manager Lounge
Alaska Air Group
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Benefits offered by this job
Job summary
Alaska Airlines is seeking a Sr. Manager, Lounge to lead a large, multi-lounge operation, ensuring exceptional guest and employee experiences while maintaining financial performance and operational excellence.
You will shape lounge strategy, oversee third-party partners, and drive continuous improvement across the network. You will mentor leaders, coordinate across disciplines, and manage staffing, facilities, and service delivery to achieve objectives in a fast-paced environment.
Qualifications
- 7+ years in customer/guest service, hospitality, or related area.
- 4+ years of leadership experience with direct reports.
- Bachelor’s degree or equivalent training/experience.
- Experience managing teams of 50+ people and scheduling shifts.
- Experience managing budgets and 24/7 operations.
- Strong customer service and Alaska Airlines culture familiarity.
- Proficiency with Microsoft Office; ability to lead and communicate effectively.
- Willingness to work weekends/holidays and be accessible for after-hour issues.
Responsibilities
- Lead a complex, multi-lounge operation with multiple leaders and teams.
- Shape and execute lounge strategy, including staffing and service delivery.
- Manage third-party food and beverage partners and hold them accountable.
- Balance priorities across disciplines to hit business objectives.
- Influence lounge strategy, standards, and operating practices company-wide.
- Develop advanced solutions for operational and guest-experience challenges.
- Lead and develop leaders and frontline staff with clear direction and accountability.
Skills
Education
Tools
Job description
Alaska Airlines
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.
The Sr. Manager, Lounge provides strategic and operational leadership for a large, complex Alaska Lounge operation, with accountability for guest experience, employee experience, financial performance, operational execution, and achievement of business objectives. As a people leader, this role leads leaders and teams across multiple operational disciplines, shapes and executes strategy for the assigned Lounge operation, and balances long‑term planning with operational performance. The role influences broader Lounge strategy, standards, and initiatives and partners across Alaska Airlines to deliver a differentiated guest experience and advance the long‑term objectives of the Alaska Lounge network.
- Leads a complex, multi‑lounge operation spanning multiple operational disciplines and people leaders, with accountability for guest experience, employee experience, financial performance, operational execution, and achievement of strategic objectives.
- Shapes and executes strategy for assigned Lounge operations, translating broader Alaska Lounge priorities into annual plans and operational objectives for staffing, guest experience, facilities, partnerships, financial performance, and service delivery.
- Owns the relationship and performance of third‑party food and beverage partners, setting expectations and holding vendors accountable for service delivery, staffing, food quality and safety, operational standards, and contractual commitments. Partners with vendor leadership to resolve complex performance issues and drive continuous improvement in support of Alaska Lounge guest experience and operational objectives.
- Balances strategic priorities and tactical execution, owning operational decisions and establishing priorities and resource allocation across multiple disciplines to achieve business objectives.
- Influences broader Alaska Lounge strategy, standards, programs, and operating practices by identifying emerging business needs, operational opportunities, and scalable solutions that strengthen performance across the Lounge network.
- Develops and implements advanced solutions to complex operational and guest experience challenges, establishing or evolving processes, standards, and operating practices that improve service, efficiency, and performance.
- Leads and develops people leaders and frontline teams, setting clear direction, priorities, and accountability while building leadership capability through effective delegation, coaching, performance management, talent development, and succession planning.
- 7 years of experience in customer/guest service, guest experience, hospitality, operations, loyalty marketing or related area.
- 4 years of leadership experience, with at least some of this experience directly leading people.
- Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
- Experience managing 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 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 to lift up to 50 lbs. and be able to bend, walk and remain standing for extended periods of time.
- Ability and willingness to serve alcohol.
- High school diploma or equivalent is required.
- Minimum age of 21.
- Must be authorized to work in the U.S.
- 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.
- Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
- Create a culture where all employees feel safe and they belong.
$122,050 - $189,200 / year
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.
We don’t typically hire at the top of the range.
- Free stand‑by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air with high priority status
- Select number of confirmed travel credits provided annually
- 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.
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.
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.
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.
Exempt
Full‑Time
Regular
Seattle - Airport
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