Airport Lounge Concierge, Pearson International Airport, ON

Plaza Premium Group

Plaza Premium Group is the global leader in 360-degree airport hospitality and passenger service solutions, operating across 600 international and domestic airports in 150 countries, proudly serving 30 millionpassengers annually with world-class services and 1.8 million Smart Traveller members.

From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travellers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board!

The Airport Lounge Concierge is responsible for delivering an exceptional guest experience while ensuring the lounge operates in accordance with company policies, airport regulations, security requirements, and applicable health and safety standards.

In addition to providing personalized guest service, the Concierge serves as a key point of contact for handling guest complaints, service disruptions, operational incidents, compliance concerns, and internal investigations. This role requires sound judgment, professionalism, discretion, and the ability to manage sensitive situations while maintaining a safe, welcoming, and service-oriented environment.

The Airport Lounge Concierge works closely with lounge management, airport authorities, airline partners, security personnel, and other internal departments to resolve issues, document incidents, identify operational risks, and support continuous improvement.

Responsibilities

1. Guest Relations and Complaint Resolution

- Provide professional, personalized assistance throughout their lounge experience.
- Respond to guest inquiries, concerns, complaints, and service-related issues promptly and professionally.
- De-escalate difficult situations using effective communication, conflict resolution, and problem-solving skills.
- Investigate guest complaints by gathering relevant information, reviewing available records, and consulting the appropriate team members.
- Resolve complaints within the scope of delegated authority and escalate complex, sensitive, or unresolved matters to management.
- Prepare accurate complaint reports and maintain records of resolutions, follow-up actions, and recurring service concerns.
- Identify trends in guest feedback and recommend improvements to enhance service quality and guest satisfaction.

2. Incident Management and Reporting

- Respond to operational incidents, guest disputes, accidents, injuries, property damage, security concerns, and other unexpected situations.
- Assess situations promptly, take appropriate action within the scope of the role, and notify management or emergency personnel when required.
- Ensure incidents are documented accurately, objectively, and promptly, including relevant timelines, observations, statements, and actions taken.
- Preserve relevant records and other available evidence in accordance with company procedures and privacy requirements.
- Coordinate with lounge management, airport operations, security, emergency services, and other relevant parties as appropriate.
- Monitor outstanding incident reports and follow-up actions to ensure appropriate resolution.
- Identify potential risks and recurring incidents and communicate recommendations to prevent future occurrences.

3. Compliance and Policy Enforcement

- Support compliance with company policies, standard operating procedures, airport regulations, access requirements, and applicable health and safety standards.
- Ensure lounge access procedures, guest eligibility requirements, and applicable identification or credential checks are followed.
- Monitor operational practices and report potential violations, irregularities, or non-compliance to the appropriate manager.
- Promote adherence to food safety, sanitation, emergency preparedness, workplace safety, and security procedures, as applicable to lounge operations.
- Maintain accurate documentation to support internal reviews, audits, compliance checks, and regulatory inspections.
- Communicate policy requirements to guests and employees in a professional and respectful manner.
- Escalate suspected reliable violations, security breaches,



or safety risks promptly and in accordance with established procedures.

4. Investigations and Fact-Finding

- Conduct preliminary fact-finding into guest complaints, employee-related incidents, policy violations, service failures, and operational discrepancies as assigned by management.
- Gather relevant information through interviews, written statements, incident reports, system records, and other authorized sources.
- Establish timelines and document factual findings objectively, distinguishing verified information from allegations or assumptions.
- Maintain confidentiality and exercise discretion when handling sensitive employee, guest, security, or operational matters.
- Identify potential contributing factors, procedural gaps, and opportunities for corrective action.
- Prepare clear, impartial investigation summaries and submit findings to the appropriate manager or designated department.
- Escalate matters involving serious misconduct, harassment, discrimination, fraud, security breaches, or potential legal exposure to HR or other appropriate team.
- Ensure investigations are conducted within the limits of delegated authority and in accordance with company procedures, privacy requirements, and applicable employment policies.

5. Documentation and Reporting

- Maintain accurate, timely, and confidential records of complaints, incidents, investigations, compliance concerns, and corrective actions.
- Prepare written reports that are factual, professional, clear, and suitable for management review.
- Maintain appropriate records of escalated matters, outstanding actions, and resolution status.
- Ensure documentation is stored, accessed, and shared only in accordance with company policies and authorized procedures.
- Assist in compiling operational summaries and identifying trends for management review.

6. Team Collaboration and Communication

- Collaborate with lounge attendants, supervisors, managers, airline representatives, airport authorities, security personnel, and other stakeholders.
- Communicate sensitive information professionally and objectively, using appropriate escalation channels.
- Support colleagues in managing challenging guest interactions and operational situations.
- Provide guidance on service standards, complaint handling, incident reporting, and compliance procedures when appropriate.
- Participate in team briefings, training sessions, audits, and operational improvement initiatives.

7. Floor Presence & Guest Flow

- Maintain a visible presence on the lounge floor, particularly during peak periods.
- Welcome guests and proactively assist with seating.
- Escort guests to available tables and seating areas to maximize lounge seating capacity and utilization.
- Monitor seating availability and help reduce situations where individual guests occupy larger tables unnecessarily.
- Assist families, elderly guests, guests requiring additional assistance, and premium/VIP guests with seating as appropriate.
- Monitor guest flow, congestion, cleanliness, ambience and overall presentation of the lounge.
- Coordinate with floor and housekeeping teams for quick resetting and turnover of tables.
- Proactively identify service gaps and coordinate with the appropriate team for resolution.

8. Operational Support

- Provide hands-on floor support during peak periods, operational disruptions, high-volume airline departures, or staffing shortages.
- Support reception, guest direction, seating management and other lounge service functions as operationally required.
- Conduct regular lounge walks to identify service, cleanliness, maintenance, safety and presentation issues.
- Follow up with relevant departments to ensure identified issues are addressed.
- Support lounge opening/closing checks and operational readiness activities where assigned.
- Assist lounge management with special events, VIP movements, airline requirements and partner visits.

9. Administrative & Management Support

- Assist lounge management with daily administrative duties and operational follow-up.
- Maintain incident,



complaint, maintenance and operational follow-up logs.
- Assist with compiling daily/weekly reports and management summaries.
- Track outstanding issues and follow up with responsible departments.
- Support preparation of information required for audits, partner reviews and management meetings.
- Assist with filing, documentation, guest correspondence and other administrative requirements.
- Maintain confidentiality of operational, employee and guest information.
- Other related duties

_ Qualifications _

- High school diploma or equivalent (post-secondary education is an asset)
- Previous experience in airport operations, airline customer service, airport lounges, hospitality, guest relations, security coordination, or a similar service-oriented environment.
- Experience handling customer complaints, conflict resolution, incident reporting, or operational investigations is strongly preferred.
- Knowledge of customer service standards, workplace safety practices, incident management, and compliance procedures.
- Experience preparing formal reports and maintaining confidential documentation.
- Familiarity with airport security protocols, access control procedures, and aviation-related operating requirements is an asset.
- Excellent problem-solving abilities and attention to detail
- Ability to work independently and as part of a team
- Professional demeanor and positive attitude
- Ability to manage challenging interactions calmly and professionally.
- Solid fact-finding, analytical, and problem-solving skills.
- Ability to identify discrepancies, recognize risks, and maintain accurate records.
- Demonstrates sound ethical judgment when handling confidential or sensitive matters.
- Excellent verbal and written communication skills.
- Ability to assess situations, prioritize risks, and take appropriate action within delegated authority.
- Commitment to following company policies, security procedures, and applicable regulations.
- Ability to balance exceptional guest service with operational requirements and policy enforcement.
- Ability to work effectively with diverse teams and internal and external stakeholders.
- Ability to remain composed and effective in a fast-paced airport environment with changing operational demands
- Proficiency in Microsoft Office and other operational reporting or customer relationship management systems.
- Ability to communicate effectively in English; additional languages are an asset.
- Able to obtain Transport Canada clearance for security pass (RAIC) to work at the airport

Working Conditions

- Airport environment with security clearance requirements
- may require flexible hours, including evenings, weekends, holidays, and peak travel periods.

Why Join Us?
At Plaza Premium Group, you’ll be part of a collaborative team that values innovation, excellence, and a shared commitment to delivering exceptional experiences. This is your chance to grow your career in an environment that celebrates your contributions and empowers you to thrive.

Ready to make your next career move?

Apply today and help us shape the future of our workplace.

Plaza Premium Group offers:

- Paid health benefits package
- Access to our Global lounges for you and your family
- Smart Traveler Loyalty Program Recognition

Diversity, Equity and Inclusion

We strive to be inclusive of the diversity of our employees, invest in their development, and foster a collaborative and respectful work environment where all employees feel they belong and are valued.

We are committed to employment equity and encourage applications from women, First Nations peoples, persons with disabilities, and members of visible minorities. Applicants with disabilities requiring accommodation during the recruitment process are encouraged to make their needs known in advance.

Due to Canadian immigration regulations, only applications from Canadian citizens or other individuals legally entitled to work in Canada will be considered.

We thank all applicants in advance for their interest; however, only those selected for further consideration will be contacted.

Pay: $55,000.00 per year

Benefits:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Ability to commute/relocate:

- Mississauga, ON L5P 1B2: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 Airport Lounge Concierge (Mississauga)
🏢 Plaza Premium Lounge
📍 Mississauga