Job Description
The Airport Lounge Specialist is responsible for handling complex, escalated member and guest inquiries, and delivering guidance and mentorship to other lounge employees at Alaska Airlines. As a member of the lounge team, this individual contributor role supports the day-to-day lounge operations and delivers an exceptional experience for our guests.
Benefits and Offers
Starting Rate USD
Competitive total rewards package
Medical, dental and vision benefits
401k match program
Monthly incentive pay plan
Annual incentive pay plan
Generous paid time off
Travel privileges on Alaska Airlines & Horizon Air
Your main responsibilities in this role include the following:
Duties and Responsibilities
Focuses on lounge experience and ensuringes guest service standards are maintained or exceeded.
Delivers exceptional customer service while handling escalated guest situations.
Monitors operational workflows within all lounge areas and provides operational coverage as needed.
Supervised to ensure lounge signs, appearance, and overall lounge offerings follow all program guidelines.
Provides input on interim solutions to facility, equipment, and technology concerns to ensure all tools are available and in proper working condition, and communicates progress with Lounge Manager and team.
Assists in mentoring of lounge employees on lounge processes and procedures.
Follows established procedures, with additional research, to monitors employee compliance with all Alaska lounge policies, uniform policies, airport badging/licenses and state food and beverage permits, informing leadership as appropriate.
Supports the Lounge Manager with ordering, inventory and invoicing processes.
Notifies on-call staff as needed to cover sick call-outs.
Job Requirements
2 years of experience in customer service, or related area.
Detail oriented and highly organized, with ability to multi-task and work independently and well under pressure with limited guidance in a fast-paced environment.
Ability to effectively deal with people, motivate others, and constructively resolve personnel issues.
Excellent communication skills (e.g., verbal, written, and listening).
Ability to address people courageously, directly, and candidly
Professional, reliable, and enthusiastic.
Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
Ability and willingness to work weekends, holidays, and various shifts.
Ability to stand for long periods of time.
Ability to bend, squat, stoop, reach and grasp.
Ability to lift up to 50 pounds.
Must be able to obtain State Food Handlers Certification and Alcohol Seller/Server Certification.
Ability to communicate in English.
High school diploma or equivalent.
Minimum age of 21.
Must be authorized to work in the U.S.
1 year of lounge concierge experience.
Airline industry experience.
Leadership experience.
Familiarity with the lounge program, including offerings, policies, and operational procedures.
Sabre/IMAGE and computer experience (Windows environment), Solar, and MyAlaska.
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