About this role
Premium Lane Attendant Supervisor
Reports To: Operations Manager / Contract Manager
Position Summary:
The Premium Lane Attendant Supervisor is responsible for supervising, directing, and supporting Premium Lane Attendants assigned to airport terminal and TSA security checkpoint operations. This role ensures Premium Lane Attendants deliver a high-quality, professional guest experience while maintaining safety, security, and efficient lane operations. The Supervisor serves as the on-site leader, escalation point, and liaison between frontline staff, airport stakeholders, and company management.
Work Locations, Environment, and Conditions
Work areas may change, expand, or contract based on operational needs, contract requirements, and agreements with the contract holder and company management. All work is primarily indoors, excluding related landside operations.
- TSA security checkpoints and associated premium and standard queuing lanes
- Airport terminal corridors entering and exiting checkpoint areas
- Associated passenger processing and queuing spaces
Physical Demands
- Ability to stand and walk for extended periods, up to the full shift (excluding breaks)
- Ability to move continuously between lanes and checkpoint areas
- Ability to lift up to 75lbs.
- Ability to assist with unoccupied wheelchairs and luggage carts up to 50 lbs when operationally necessary
Essential Functions
- Supervise daily activities of Premium Lane Attendants, ensuring proper lane coverage, positioning, and compliance with assigned schedules
- Monitor premium lane flow, queue lengths, wait times, and crowd conditions, making real-time adjustments to staffing and lane assignments
- Ensure Premium Lane Attendants are visible, engaged, and delivering an elevated guest experience
- Serve as the primary escalation point for guest concerns, premium lane issues, and operational challenges
- Ensure compliance with company policies, airport rules, TSA procedures, and contract requirements
- Provide real-time coaching, guidance, and corrective action to Premium Lane Attendants
- Conduct shift briefings, post assignments, and communicate operational updates clearly and consistently
- Track and document attendance, reliability, performance, and conduct of Premium Lane Attendants
- Address performance, conduct, or attendance issues promptly and escalate to management or HR when required
- Coordinate with TSA and airport stakeholders to support smooth checkpoint operations
- Ensure hazards, safety concerns, and security issues identified by Premium Lane Attendants are reported and addressed
- Lead premium lane operations during emergencies, including medical incidents, evacuations, or security-related events
- Ensure proper use of PPE and adherence to safety and security protocols
Expectations:
- Maintain a visible and engaged leadership presence within premium lane areas
- Model professional, calm, and non-confrontational behavior at all times
- Enforce impartial service delivery without bias toward guests or employees
- Uphold confidentiality, integrity, and professionalism
- Respond decisively to changing operational needs and peak passenger volumes
- Ensure accurate reporting, documentation, and follow-through
Competencies (Knowledge, Skills, and Abilities)
- Demonstrated experience supervising frontline teams in high-volume, customer-facing environments
- Strong situational awareness and sound judgment in fast-paced operations
- Proficiency with two-way radios, mobile devices, tablets, and scheduling/timekeeping systems
- Ability to manage premium lanes, queues, and passenger flow using stanchions, signage, and space controls
- Strong communication, coaching, and de-escalation skills
- Working knowledge of TSA checkpoint operations, customer service standards, and safety protocols
- Ability to train, mentor, and hold Premium Lane Attendants accountable for performance and policy compliance
Other facts
About VIP Hospitality LLC
The VIP Hospitality Difference
VIP Hospitality is your best-in-class aviation partner, helping you excel in every customer-centric touchpoint at your airline or airport to ensure seamless, stellar passenger travel. Since 2004, our “people first” culture has proven successful in focusing on aviation travel safety, security, and service quality as we endeavor to be the ambassador for your customers during their journey.
Happy customers are your biggest advocates and can become your most successful brand influencers. We will assist you with your customer loyalty efforts by going above and beyond for your clients with our absolute focus on the human touch. In addition, we will localize our service competencies to match your unique business needs and help drive your differentiated success.
Your expertise as an airport is providing a modern, comfortable, and efficient facility for travel. As an airline, it is ensuring a positive experience while moving guests safely between geographies. Let us help you change the way people travel, create customers that are your loyal promoters and show you the VIP Hospitality difference.
VIP Hospitality. We value individual people.
What you'll do
- The Premium Lane Attendant Supervisor supervises and directs Premium Lane Attendants to ensure high-quality guest experiences and efficient lane operations. They serve as the escalation point for issues and ensure compliance with policies and procedures.
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