DescriptionThis 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) ResponsibilitiesContract Management & Operational LeadershipDevelop 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 MonitoringOwn 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 ManagementEstablish and foster operational relationships with current contracted partners (40+ airline & pass card companies) and potential future business partnershipsManage all internal stakeholder engagement for the Lounge business with cross-functional teams including Asset Management, Operations, Logistics, and others to ensure cohesive delivery.Systems & BillingOwn and manage the Lounge Management usage system.Support the Shared Services Centre (SSC) with billing queries and ensure accurate invoicing.Team DevelopmentMentor step-up Supervisors and Managers to consistently meet and exceed expected standards particular around customer experience.Reporting and ComplianceManage 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 regimeQualificationsExperience3+ years in a Managerial position with proven track record in a Commercial, Operations, Hospitality fast paced environmentSkillsLeadershipCommunicationManagement InnovationProblem SolvingCommercial skillsEducationDegree level preferrable