SCOPE OF ROLE:

To function as the Operations Manager for overseeing the day-to-day operations of the lounge to ensure that the Lounges are managed as successful independent profit centres, ensuring maximum guest satisfaction consistent with the PPG Standards, through planning, organizing, directing, and controlling lounge operation and administration.

1. Financial

• To ensure that each lounge is accounted for separately as an individual profit centre.

• To ensure that each lounge is managed by a Manager / Management Team who are totally accountable for their profitability.

• To set, in close conjunction with each Lounge Manager, annual operating budgets this will form part of the business plan.

• To ensure monthly forecasts are prepared

2. Commercial Operational

• To overseeing the day-to-day operations of their company’s commercial business.

• To manage a team of employees to work with sales, marketing, and customer service initiatives related to the company’s products or services

• Developing new strategies to increase revenue or improve customer satisfaction including creating new product offerings, improving existing products or services, or finding ways to streamline processes to make them more efficient.

3. Operational

• To ensure that the Lounges adhere to all Company Policies and Procedures and PPG Standards.

• To ensure that all Departmental Operations Manuals are prepared and updated.

• To respond to changes in the Lounges as dictated by the industry and company.

4. Marketing

• To prepare, along with the Lounge Teams, a yearly Marketing Plan for each lounge, this is the basis of the yearly business plan.

• To ensure that an effective marketing approach (Marketing Cycle) is applied to all lounges in his Lounges operation.

5. Employee handling

• To recruit and select Lounge team who are able to work within a decentralized management philosophy.

• To train and develop managers/asst. managers so that they are able to operate independently within their own profit centers.

• To give his managers/assistant managers and associates positive feedback on their job performance.

6. Administration

• To ensure that all Lounge forms and reports to be forwarded Operation Division are submitted properly.

• To maintain all company records and forms as prescribed by local management and policies.

• To be able to plan ahead (is pro-active instead of reactive).

• To always be up to date with financial results (budget versus actual) in sales and cost areas and ensure that sales and profit are maximized.

• To control expenses wisely.

• To ensure that deadlines on all projects are met.

• To ensure that he schedules himself to be available and on duty during peak periods (frequently opening and closing the operation).

• To feel confident in leaving the operation for a period of time due to the qualified team members he has developed, and who are able to make their own decisions.

• To ensure that meetings are well planned and results-orientated.

• To conduct frequent and thorough inspections of the Lounges operation (at least quarterly).

• To feel comfortable with using a computer

7. Guest Service

• To personally and frequently verify that guests in the outlets are receiving the best possible service available.

• To spend time in the lounges (during peak periods) to ensure that the operation is managed well by his team and functions properly and to his fullest expectations.

• To be demanding and critical when it comes to service standards.

• To ensure that the Lounge Team projects professionalism, that employee is well trained in their jobs and are uniformed

JOB KNOWLEDGE/SKILL:

• Fair and firm management abilities with high influencing skills

• At least 4 years experiences in the same field (mostly in hospitality industry)

• Strong Administration skills

• Creative and Innovative

• Strong Knowledge of Lounges Operation

• Pro-active approach to follow local and international industry progress and activities

• Hands-on approach to all operational aspects

• Excellent Communication Skills

• Initiative

• Self-motivated

• Coaching Skills

• Strong Marketing Knowledge and Progress

• Ideal Trainer – Train the trainer skills

• Excellent Interpersonal Skills

• To be the popular figure among colleagues, superiors and guests.

• Advanced Financial Knowledge (Revenue, Cost, Expenses, Forecast, Budget)

• Ideal Leadership Skills

• Socially Active

Company Profile

We are pioneers in airport hospitality, having introduced the world’s first independent lounge in 1998. Today, we operate the largest network of global airport lounges and offer award-winning hospitality services. We also provide passenger service solutions to meet the needs of all travelers, regardless of their origin or destination. We strive to make every journey comfortable, convenient, secure, and enjoyable.