What are the responsibilities and job description for the Lounge Agent position at Alliance Ground International?
Job Description:
Wingtips Chicago is a premium airport lounge located inside ORD Airport, designed to provide travelers with a comfortable and elevated experience away from the busy airport environment. The lounge offers guests a relaxing space to unwind, recharge, work, or enjoy complimentary food and beverages before their flight. Wingtips Chicago is committed to delivering exceptional hospitality through outstanding customer service, a clean and welcoming atmosphere, and high-quality guest amenities.
The Lounge Agent is responsible for welcoming guests into the lounge and delivering friendly, professional, and exceptional customer service. This role supports all aspects of lounge operations including guest check-in, food preparation, buffet maintenance, lounge cleanliness, stocking, and overall guest experience.
Duties and Responsibilities
- Greet guests, anticipate their needs, and provide excellent customer service
- Respond to guest requests and provide information regarding airport and airline operations
- Explain lounge amenities and accurately check guests into the system while collecting payment when necessary
- Provide friendly and professional service to guests, communicating with them by name whenever possible
- Maintain cleanliness and organization of the lounge, kitchen, buffet, and guest areas
- Restock beverages, snacks, food items, utensils, and lounge supplies throughout the shift
- Offer lounge amenities and assistance to guests as needed
- Always maintain a clean and professional appearance
- Cook, prepare, replenish, and properly store food items following food safety standards
- Assist with hot and cold food preparation and buffet presentation
- Serve food to guests and assist with maintaining food displays
- Prep and restock food and supplies for upcoming shifts
- Manage guest payments accurately through the point-of-sale system when necessary
- Complete shift closing paperwork and reconcile sales data
- Perform opening and closing duties including cleaning dishes, sanitizing surfaces, and organizing workstations
- Stock and replenish lounge inventory and supplies as needed
- Report all accidents, injuries, and safety concerns in a timely manner
- Comply with all company safety, sanitation, and risk management policies and procedures
- Attend required training programs, safety meetings, and operational briefings
- Perform additional duties and responsibilities as assigned
Qualifications
- High school diploma or GED required
- Minimum one year of customer service experience in hospitality, restaurant, lounge, hotel, or private club environments preferred
- Knowledge of kitchen utensils and basic food preparation techniques
- Experience with POS systems, credit card processing, and cash-handling procedures preferred
- Must maintain a professional appearance and positive attitude at all times
- Excellent guest service, communication, and interpersonal skills
- Strong organizational skills with attention to detail and ability to multitask in a fast-paced environment
- Ability to stand for extended periods and lift, push, pull, or move up to 50 pounds
- Must be flexible to work mornings, evenings, weekends, holidays, and extended shifts as operationally required
- Must be able to obtain airport security clearance
Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.