JUSTIN ARROYO
Vaudreuil-Dorion,Quebec
Summary
Dynamic, results-driven Aviation Hospitality Leader with a proven track record of supervising premium airport lounge operations at Montreal-Trudeau International Airport (YUL). Recognized for elite passenger relations, shift leadership, and maintaining luxury service standards during high-volume international flights. Skilled at managing front-line teams, training personnel, and resolving complex operational and customer escalations calmly under pressure.
Overview
1
1
year of professional experience
Work History
Team Lead
NATIONAL BANK LOUNGE
Montreal, QC
12.2025 - Current
- Oversee daily shift operations for a premium international airport lounge, directly leading front-line agents to ensure seamless luxury service delivery.
- Commended by senior management and awarded the workplace "Review King" title for securing top-tier passenger feedback and driving positive Google reviews.
- Manage high-stress passenger escalations, flight delay disruptions, and capacity constraints calmly, maintaining a prestigious, welcoming lounge environment.
- Coordinate cross-functionally with airport authorities, international airline representatives, and catering vendors to guarantee strict compliance with safety, security, and quality benchmarks.
Lounge Agent
NATIONAL BANK LOUNGE
Montreal, QC
05.2025 - 12.2025
- Managed front-desk reception, validated airline credentials, and ensured welcoming lounge presentation during peak traffic hours to enhance guest experience.
- Delivered five-star hospitality and check-in services to premium international travellers, VIP guests, and elite cardholders.
- Collaborated with leadership team to optimise guest entry process and resolve point-of-sale or reservation system errors, improving operational efficiency.
Education
DEC - Interactive Media Arts
Dawson College
01-2024
Skills
- Shift Leadership
- Floor Management
- Resource Allocation
- Vendor Coordination
- VIP Guest Relations
- Escalation Management
- Luxury Service Standards
- Staff Training & Mentorship
- Performance Monitoring
- Conflict Resolution
Languages
English
French
Custom
Shift Leadership, Floor Management, Resource Allocation, Vendor Coordination, VIP Guest Relations, Escalation Management, Luxury Service Standards, Staff Training & Mentorship, Performance Monitoring, Conflict Resolution, High-Volume Workflows, Regulatory Compliance, Safety & Security
Timeline
Team Lead
NATIONAL BANK LOUNGE
12.2025 - Current
Lounge Agent
NATIONAL BANK LOUNGE
05.2025 - 12.2025
DEC - Interactive Media Arts
Dawson College