Lounge Guest Services Representative

Description

ABOUT ABBY’S

Abby’s Catering has delivered one-of-a-kind culinary and hospitality experiences since 1980. We proudly serve private, corporate, and commercial aviation clients, including high-profile travelers and global airline partners. Our reputation is built on operational excellence, premium service, and attention to detail.

POSITION SUMMARY

The Guest Services Representative serves as the first point of contact for premium airline passengers, delivering a polished and seamless lounge experience. This role is responsible for managing lounge access, assisting with passenger needs, and maintaining a professional, high-end environment.

Reports To: Lounge Supervisor / Operations Manager

Schedule: Flexible shifts between 6:00 AM – 10:00 PM

Flexibility required based on flight schedules and business needs

Airline operations run 7 days a week, including weekends and holidays

ESSENTIAL FUNCTIONS

• Provide a professional and welcoming experience for all lounge guests
• Verify lounge access (boarding passes, loyalty status, partner airline eligibility)
• Guide passengers to designated lounge areas (First Class, Business, Quiet Zones)
• Answer questions regarding lounge amenities, dining options, and services
• Provide flight updates, gate changes, and general travel information
• Make clear and professional announcements as needed
• Maintain a clean, organized, and calm lounge environment
• Monitor guest flow and support lounge operations during peak periods
• Communicate issues, concerns, or guest needs to leadership promptly
• Represent airline and company standards with professionalism and composure

ABBY’S CATERING

At Abby’s Catering, our mission is to be the leading in-flight and corporate catering company serving the Houston and Dallas metro markets by delivering exceptional service, maintaining operational excellence, and upholding the highest standards.

We live this mission through C.A.T.C.H.:

Customer Service

Accountability

Teamwork

Competitiveness

Honesty

Join Our Team

We are looking for individuals who take pride in delivering exceptional customer service and maintaining a polished, professional presence. If that sounds like you, we encourage you to apply.

Requirements

REQUIREMENTS

• English proficiency required (must be able to speak, read, and understand English for safety training, documentation, and operational communication)
• Bilingual strongly preferred (Spanish, French, or other languages a plus)
• Previous experience in customer service, hospitality, or front desk roles preferred
• Strong communication skills and emotional intelligence
• Ability to remain professional in a fast-paced, high-traffic environment. Ability to remain professional in a premium airport lounge environment Ability to stand, walk, bend, reach, lift, and move throughout the shift
• Ability to stand and move throughout shift as needed
• Ability to obtain TSA, U.S. Customs, and airport security clearance required
• Must be reliable, punctual, and detail-oriented
• Ability to safely lift and carry up to 50 lbs. as needed
• Comfortable working with professional-grade cleaning products and following safety data sheets
• Ability to work flexible schedules, including weekends and holidays
• Ability to pass required background check, drug screening, airport badging, TSA, U.S. Customs, and/or airport security clearance requirements as applicable