Description
This role is responsible for managing the lounge contract, ensuring consistent operational excellence and premium service delivery. This includes overseeing the performance of a third-party front-line team, maintaining high standards of customer experience, and ensuring all contractual obligations are met. The role requires a strong focus on compliance, stakeholder engagement, and continuous improvement to uphold and enhance the Lounge offering, ensuring quality standards are met and exceeded on a continual basis.
The Lounge Operations Manager will partner with our new Lounge Operator to embed a robust contract management regime focused on customer experience, quality food & beverage, revenue performance, and capacity optimisation.
This position require successful candidate to work shifts (aligned with operating hours of the Airport Lounges)
Responsibilities
Contract Management & Operational Leadership
* Develop and foster a strong business relationship with the lounge operator encouraging a culture of high performance, seamless execution, revenue growth and accountability from a team that are resolution focused, and results driven.
* Lead and oversee daily lounge operations, ensuring consistent delivery of service excellence.
* Maintain full ownership of the front-end client experience and service delivery.
* Protect and continuously improve Lounge standards through proactive team engagement.
* Conduct structured daily contractual meetings to review KPIs including revenue, audits, capacity management, and standards.
* Manage weekly and monthly contractual meetings with Operator to review performance and set strategic priorities to ensure our Operator is aligned to our daa objectives.
Performance Monitoring
* Own and manage the Lounge audit regime, ensuring alignment with contractual obligations and using audit insights to drive continuous improvement in service delivery.
* Coordinate all aspects of contract performance including customer feedback, mystery shopper, and customer insights.
* Collate data and manage the monthly performance reviews with the Operator.
Stakeholder Management
* Establish and foster operational relationships with current contracted partners (40+ airline & pass card companies) and potential future business partnerships
* Manage all internal stakeholder engagement for the Lounge business with cross-functional teams including Asset Management, Operations, Logistics, and others to ensure cohesive delivery.
Systems & Billing
* Own and manage the Lounge Management usage system.
* Support the Shared Services Centre (SSC) with billing queries and ensure accurate invoicing.
Team Development
* Mentor step-up Supervisors and Managers to consistently meet and exceed expected standards particular around customer experience.
Reporting and Compliance
* Manage ordering of stock via Oracle.
* Manage invoicing and input into annual budget process.
* Oversee CAD management, IT system setup for Operator and Asset Care maintenance regime
Qualifications
Experience
* 3+ years in a Managerial position with proven track record in a Commercial, Operations, Hospitality fast paced environment
Skills
* Leadership
* Communication
* Management
* Innovation
* Problem Solving
* Commercial skills
Education
* Degree level preferrable