Delta Air Lines

Sky Club Lead - SLC

Pay$19.05 / hour
LocationSalt Lake City/Utah
Employment typeFull-Time

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  • Job Description

      Req#: 23016

      United States, Utah, Salt Lake City

      Airport Customer Service

      24-Oct-2023

      Ref #: 23016

      LinkedIn Tag: #LI-LR3

      How you'll help us Keep Climbing (overview & key responsibilities)

      Are you ready to take that next step up to a leadership role? Do you have an eye for detail and excellence? Do you love to delight both your colleagues and guests alike? Are you goal-oriented and lead by example? Then the Lead role in the award-winning Delta Sky Clubs may be a good next step for you.

      Your responsibilities will be to ensure our high-value guests and members have an exceptional club experience while they are in your club. To do this, you will need to embrace and role model the Culture of Service mission in all interactions, including with your team members.

      This vital role directly impacts the Sky Club OSAT goals and is critical to that success. As a leader, you must be an agent and advocate for change and actively support the evolution of the Delta Sky Clubs.

      The starting pay is $19.05 per hour. Additional pay increases occur regularly through 10.5 years.

      You must be able to exercise exceptional business maturity, discretion, and independent judgment while taking ownership of the following:
      • Role model behaviors that support the culture of service, including inspiring and motivating ambassadors, delegating, and empowering. Embrace our DNA pocket guides by being a role model and by holding all Ambassadors accountable to live by them.
      • Embrace technology promoting the usage of self-check-in kiosks, handheld devices, and other applications that become available.
      • Proactively interact with guests both at check-in and in the club.
      • Make every interaction an opportunity to create memorable experiences and further enhance guests’ loyalty.
      • Assist guests with any rebooking needs.
      • Conflict resolution and problem-solving for guests, team members, and business partners; escalate to OSM when appropriate.
      • Build and maintain strong relationships with vendors and business partners in support of the One Team Leading Change and Service cultures.
      • Conduct daily briefings to ensure smooth day-to-day operations.
      • Involve Service partners at least once per week.
      • Ownership of your club’s appearance; ensure it is consistently clean and up to Sky Club standards, reporting and following up on any deficiencies.
      • Conduct quality assurance audits. Follow up on audits received and develop strategies for improvement.
      • Lead team of Club Ambassadors: manage schedules, time-off requests, shift/vacation bids in partnership with station leaders.
      • Celebrate our teams with employee recognition, OSAT/NPS successes, anniversaries, birthdays, and special events in partnership with station leaders and business partners.
      • Mentor team members and maintain a harmonious environment.
      • Embrace training compliance and promote a positive work ambiance.
      • As a Sky Club Lead, you are expected to adhere to the following:
        • Build a culture of service that honors people and Delta Brand.
        • Ensure an exceptional experience for guests in an evolving club environment.
        • Foster the Sky Club team in a manner that promotes collaboration, transparency, respect, growth, and shared accountability.

      Benefits and Perks to Help You Keep Climbing

      Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
      • Competitive salary, industry-leading profit sharing program, and performance incentives.
      • 401(k) with generous company contributions up to 9%.
      • Paid time off including vacation, holidays, paid personal time, maternity and parental leave.
      • Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits.
      • Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
      • Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
      • Domestic and International space-available flight privileges for employees and eligible family members.
      • Career development programs to achieve your long-term career goals.
      • World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
      • Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
      • Recognition rewards and awards through the platform Unstoppable Together.
      • Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.

      What you need to succeed (minimum qualifications)

      • Consistently prioritizes safety and security of self, others, and personal data
      • Minimum of 5 years customer-facing experience
      • Embraces a diverse set of people, thinking, and styles
      • Be at least 18 years of age with a High School diploma, GED, or High School Equivalency
      • Be authorized to work in the US
      • Must be proficient in English.
      • Strong communication skills, problem-solving, and delegation skills.
      • Possess basic computer skills.
      • Be energetic, inspiring, and continually exhibit a passion for Service Excellence.
      • Solid technical and functional skills including SNAPP and Delta term Strong leadership skills including the ability to communicate well with guests and team members.
      • Minimum of 5 years customer-facing experience.
      • Must be a team member and guest-focused at all times.
      • Knowledgeable of station goals and performance metrics and how this role impacts those numbers.
      • Must communicate well with station and business partner leaders and escalate when appropriate.
      • Must have the ability to consult and deliver feedback that continues to drive a quality experience in the Sky Club.
      • Must be approachable, have interpersonal skills that foster trust and respect, be able to effectively manage conflict, problem solve, and exhibit a high tolerance for stress.
      • Should exhibit strong organizational skills and the ability to delegate responsibility to create memorable experiences.
      • Must be able to balance multiple priorities within established time constraints.

      What will give you a competitive edge (preferred qualifications)

      • Previous Management/Supervisory experience over a hospitality-oriented team.
      • Fluent user of SNAPP and Delta Term, as well as (LTA) Lounge Tracking Application.
      • High energy, contagious positive attitude.

  • About the company

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