Manager Alaska Lounge

Company Alaska Airlines The Team 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.

Summary The Manager Alaska Lounge is responsible for executing on the strategy and daily operations for airport lounges at Alaska Airlines. As a people leader, this role leads and establishes priorities for the lounge team in assigned lounge location to provide Alaska Airlines guests a superior airport and travel experience.

Leads and establishes priorities of the Alaska Lounge team. Executes on strategy for Alaska Airlines airport lounges within assigned lounge location. Contributes to the long-term strategy and planning for staffing, guest experience, partnerships, and initiatives for designated location. Responsible for the success of the daily lounge operation (e.g. staffing/schedules, outstanding operational or facilities issues, inventory control procedures, vendor management, etc.) Resolves complex, escalated guest complaints and provides appropriate feedback for operations issues. Manages local financial objectives, ensuring guidelines are met and expenses are within budget. Leads the day-to-day relationship with the lounge’s third-party culinary partner, ensuring clear communication and alignment to Alaska Lounge standards. Ensures food quality, safety, and service delivery expectations are consistently met. Partners closely with the vendor’s on-site leadership to oversee food and beverage execution. Addresses performance gaps in real time and ensures staffing, workflows, food & beverage products and all outputs consistently meet service level expectations. Serves as the primary escalation point for vendor-related operational issues. Collaborates with internal partners to drive timely resolution, accountability, and continuous improvement. Provides input into the strategy for local key marketing initiatives to strengthen lounge loyalty and grow memberships. Owns and continuously focuses on improving the customer and employee experience. Liaises with other station leaders at airports within the designated region to cultivate partnerships and ensure superior customer service is provided to guests at all Alaska checkpoints throughout their airport experience. Develops people through timely, effective performance management and ongoing feedback focusing on delegation, coaching, growing and developing the team for capacity and growth, managing performance of individuals in executing tasks, and time management. Oversees required training and conducts audits of all training records to ensure compliance with all company and regulatory policies and rules. Shapes the culture and work environment of the team through action, presence, strong communication and reinforcement of behaviors. Job-Specific Experience, Education & Skills Required 5 years of experience in customer/guest service, guest experience, hospitality, operations, loyalty marketing or related area. 2 years of leadership experience. Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree. 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