The work of the Lounge General Manager includes working within established corporate policies and procedures to achieve customer satisfaction, company standards of quality and safety, through quality customer service, communication and general problem solving, as well as coordinating administrative and operational activities of assigned team members. In addition, the Lounge Manager performs a full range of bartender, concierge and customer service duties in support of company and customer operations. The GM should have proficient knowledge of all operational policies and procedures and of all positions and owns the cost efficiency for the Lounge.

Responsibilities:

Lounge Operations

• As the General Manager of the Airport Lounge , you are responsible for the overall lounge operations and customer experience.
• Achieve set goals by prioritizing, organizing, and completing objectives/projects on the deadlines established.
• Swift reaction to customer complaints and queries and provide timely responses. Root cause analysis for recurring complaints as well as corrective and preventive actions to all complaints.
• Attend Operations meetings and provide operational updates. Provide solutions to operational challenges.
• Taking corrective and preventive action on operational challenges faced in the lounge.
• Ensure proper staffing for maximum productivity and profitability.
• Liaising with sales teams on all lounge access and revenue matters.
• Ensuring the lounge runs financially positively and in line with budgets.
• Procurement – ensure all products are procured and supplied. All par levels are to be maintained efficiently.
• Explore opportunities within the airport for new lounges or other businesses that we can acquire.

Quality Standard & Brand Attributes

• Delight the customer with every single interaction and require the same from the entire front-line team to create a positive experience for all guests.
• Ensure the service standards are maintained as per Operational Manuals as well as Corporate Policies & Procedures.
• Perform e-LSQ in order to maintain regular internal audits of the lounge and of service.

Innovation and Technology

• Coordinate with IT team to orientate new products and service implementation.
• Creating innovative and technologically enhanced methods of increasing productivity and service improvements

People

Provide performance reviews on all team members.

Ensure lounge staff team members are trained competently and have the tools, resources and equipment needed to carry out their job functions effectively.

• Design metrics, routines, and supporting tools to drive desired Culture, engagement, quality, sanitation, safety, security, and productivity standards in the team.

Requirements:

• Minimum 10 years’ experience in hospitality: hotel, resort, private club, or airport lounge. Ideally in F&B (restaurant and bar management) in a management role for at least 5 years.
• Experience in a high-end, luxury hospitality or airport lounge environment is required and is an advantage.
• Able to work under pressure with excellent time management
• Independent, capable in handling diversity in a multicultural organization.
• Project management skills, organization skills, and strong time management skills.
• Strong written and verbal communication skills.
• Demonstrated knowledge in budget and forecast planning.
• Leadership skills and the ability to motivate staff.
• Service-minded. Passion for servicing customers with proactive solutions.
• High sense of responsibility and attention to detail.
• Ability to think strategically in a complex, ambiguous environment.
• Able to work in a fast paced, dynamic environment and demonstrate a sense of urgency.
• Pro-active and collaborative work method. Positive “can do” outlook.
• This position is not eligible for relocation.
• Ability to work in the US without visa sponsorship. We are not sponsoring a working visa for this role.
• Willing to undergo and successfully pass a pre-employment screening and background check.
• Full Time – schedules are often irregular and may include some long days, nights, weekends, and holidays is essential.
• Moderate travel might be required – fluctuates more during development of new location staff, etc.
• Able to lift up to 50lbs regularly.
• Able to stand/sit for prolonged periods of time.

Plaza Premium Group is an equal opportunity employer. We encourage candidates from all backgrounds to apply.