Pay: $28.00 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 Club lounge located inside the San Francisco International Airport. They will be responsible for overseeing all employees during their shift. In addition, the Supervisor will have proficient knowledge in all lounge 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 staff
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
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 staff
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
Minimum Acceptable Qualifications:
Previous guest service or hospitality experience and/or training
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.