The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take your places.

Role Summary

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.

Key Duties

• 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-Specific Experience, Education & Skills

Required

• 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.

• Willingness to serve alcohol.

• 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.

Preferred

• 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.

Job-Specific Leadership Expectations

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

COVID-19 Vaccination Requirement

Where permitted by applicable law, new hires must have received the COVID-19 vaccine. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief.

Total Rewards

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

• 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