What are the responsibilities and job description for the Assistant Regional Operations Manager, Delta Sky Club position at Delta Airlines?
UNITED STATES, GEORGIA, ATLANTA
CUSTOMER ENGAGEMENT & LOYALTY
07-APR-2025
REF #: 28146
HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)
The Assistant Regional Operations Manager will assist the ROM overseeing all aspects of the daily operations of a small portfolio of clubs within a region for Delta Sky Club. Will have regular contact with individual club Leadership to ensure optimal efficiency of each club and ensure that our Delta Sky Club standards are adhered to and, reflect high level of leadership. Will collaboratively interact with our partners, including SodexoMAGIC, Compass Group and internal divisional Airport Customer Service leadership to ensure that goals and objectives are clearly communicated and aligned in the operation. Serves as the eyes and ears of the operation, by recommending and assisting in the implementation of an improved and more efficient way of running the business. Responsible for customer satisfaction scores and understanding and positively impacting financial performance. As applicable, will take a role in opening new clubs in the region to meet customer demands and expectation.
The position requires a minimum of 5 years in restaurant or Food Service Management with a focus on guest service, team development and operational excellence.
Responsibilities:
Training & Service Culture Leadership
- Suggest training and development programs to ensure team members consistently deliver welcoming, elevated and caring hospitality experiences.
- Validate preliminary hospitality training for both Service Partners and Delta ACS new ambassadors before formal training is scheduled. Inspire and support the Club Leaders to define strategic action plans to drive excellence in the operations.
- Suggest coaching and mentoring team members on service excellence, anticipating guest needs and delivering proactive, personalized service.
- Maintain an active floor presence during peak hours to observe, guide and support teams in delivering outstanding guest experiences.
- Inspire a guest first mindset, reinforcing Delta’s hospitality standards and expectations through ongoing coaching and feedback.
Guest Experience & Floor Management
- Ensure compliance of line management and guest flow, making sure seamless entry and seating during peak hours.
- Monitor food, bar and service desk activity, identifying and resolving crowding or service delays.
- Ensure ambassadors to circulate and engage with guests, creating a welcoming and proactive service environment.
- Ensure execution of guest engagement activations including special events, Surprise and Delights, Local Flavor initiatives (hub Clubs) and entertainment.
- Attend pre-shift meeting with service teams. Ensure stations are assigned according to DSC staffing guidelines
Food & Beverage Program Oversight
- Monitor and audit food service to ensure high standards are consistently met, maintaining Delta Sky Cub expectations.
- Audit the bar program ensuring correct brands and recipes are used by properly trained bartenders.
- Ensure compliance with presentation, portioning and quality control standards in all food and beverage areas
- Help coordinate implementation of food activation and local flavor projects
Facility & Operational Excellence
- Audit cleanliness and maintenance standards, ensuring restrooms, seating areas and workspaces meet Delta’s premium standards.
- Identify and report facility deficiencies collaborating with the DSC Facilities Team to ensure timely resolution.
- Conduct weekly/monthly leadership meetings with Service Partner Club Managers, Delta OSMs and Leads to align on service goals and operational strategies.
- Analyze NSAT scores, drawing insights to improve guest satisfaction and implement enhancements.
- Monitor staffing levels ensuring labor standards align with operational needs and service expectations.
- Ensure cost control measures are in place without compromising the guest experience.
- Support the Regional Operations Manager with tasks, projects, calibrations and new Club openings as required.
BENEFITS AND PERKS TO HELP YOU KEEP CLIMBING
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
Competitive salary, industry-leading profit sharing program, and performance incentives.
401(k) with generous company contributions up to 9%.
New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31).
In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
10 paid holidays per calendar year.
Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
Non-birthing parents are eligible for 2-weeks of paid parental leave.
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance benefits.
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
- Domestic and International space-available flight privileges for employees and eligible family members.
- Career development programs to achieve your long-term career goals.
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
- Recognition rewards and awards through the platform Unstoppable Together.
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)
- Minimum 5 years of experience in food and beverage management, preferably in fine dining restaurants, luxury hotels or premium lounges.
- Strong hospitality background, with a deep understanding of elevated guest service and luxury brand standards.
- Ability to interpret financial and operational data and develop strategic action plans.
- Experience in analyzing guest satisfaction data, identifying trends and implementing service improvements
- Strong ability to influence and shape the larger business without direct authority.
- Superior leadership skills, with a proven ability to coach, mentor and develop high-performing teams.
- Excellent verbal and written communication skills.
- Political savvy and ability to navigate complex organizational structures effectively.
- Demonstrates a commitment to diversity, inclusion and fostering a positive workplace culture.
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)
N/A
