Job Description

As a Centurion Lounge Team Leader, you will be responsible for:

Delighting the customer by ensuring your team provides an accurate and high-quality experience
Inspiring a team of MSPs to achieve their goals by providing outstanding coaching, training and development; as well as, rewarding and recognizing accomplishments
Evaluating team performance on an on-going basis and providing continuous coaching and feedback
Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the employees
Driving Extraordinary business results by leading teams to achieve customer, employee and shareholder goals at the individual and team level
Managing your team to provide adequate servicing coverage 365 days per year – including working as an MSP, as needed
Communicating with your team to ensuring that they are well informed about issues which affect them and their customers
Challenging themselves and their team to “raise the bar” by driving continuous improvement
Partnering with other members of the Airport Benefits Team to support on customer experience enhancements or changes within the lounge

Support feedback process for lounge check-in tool and digital cardmember experiences
Identify opportunities to improve operations within the Centurion Lounge and implementing creative solutions to grow the business

Working closely with the third-party operator staff to create an extraordinary customer experience for all Centurion Lounge visitors and is responsible for the following activities

Service

Sanitation Audit
Emergency Procedure Training
Safety Audit

Guest Service Training

Customer Incident Reporting
Daily Operations Log Book

Customer Satisfaction

Third-Party Auditing
Overall Satisfaction (Guest Survey)
Take an active role with promotional in-house events

Food & Beverage

Food & Beverage Choices
Food Innovation

Cleanliness/Lounge Maintenance

Lounge Appearance
Janitorial Accountability
Work with facilities management vendor to optimize preventative maintenance program and ensure efficient work order process

Employee

Associate Retention
Overtime Accountability

Financial

Financial Accountability and optimization
Annual Budget Input

Lounge Hours of operation are from 5am-10pm, 7 days a week, 365 days a year.  Candidate must be able to work between these hours and days as well as other times as necessary.

Qualifications:

A successful candidate will have the following qualifications:

Minimum 2 years business experience; (travel industry a plus)
Minimum 2 years supervisory experience
Knowledge of a reservation system required, SABRE preferred
Strong written, verbal, and presentation skills
Ability to drive and measure business results
Ability to successfully understand and implement policies, procedures, and programs
Strong analytical and creative problem-solving skills
Detail-oriented with strong organizational and prioritization skills who can work well under pressure
Demonstrated passion for service with the ability to resolve customer issues and concerns
Ability to manage and resolve conflict
Bachelor’s degree is preferred
Ability to work flexible shifts including nights and weekends is essential.