Airport Lounge Manager

1 week ago

London, Greater London, United Kingdom Plaza Premium Group Full time £30,000 - £60,000 per year

Summary of Position:

  • Responsible for the Unit's business performance, quality standards, health and safety, as well as staff and customer satisfaction. Representing the company with airport authorities and being the first point of contact. Overseeing and implementing any new Plaza services, products and offerings in the lounge and at the airport. Support colleagues in the lounge when it is busy.

Duties & Responsibilities:

  • Responsible for the business performance of the Lounge
  • Analyze and plan sales levels & profitability, set budgets or agree them with Senior Management
  • Lead and coordinate the Reception, Front of House, Cleaning, Maintenance and Good Receiving teams to operate the Lounge.
  • Oversee day-to-day operations to deliver high level of service for our Guests consistently. Undertake a busy and fast paced role with varied duties
  • Review work procedures and operational problems in order to determine ways to improve the services, performance and safety. Responsible for organizing all SOP's, Product Specs, Planograms, Daily Procedures.
  • Check stock levels, order supplies, prepare cash drawers and petty cash.
  • Handle administration duties include staff roster and duty assignments. Organize Staff yearly appraisals following PPG Guidelines.
  • Responsible for staff scheduling ensuring that weekly work schedules and annual leave planners are administered and filed correctly.
  • Organize and direct staff training programs with the training department, resolve personnel problems, hire new staff, evaluate employee performance and plan staff development.
  • Prepare various business reports (including staff control, food control and sales) and participate in ad-hoc assignments.
  • Contribute ideas and develop innovative programs to enhance customer satisfaction.
  • Comply with licensing laws and other legal requirements.
  • To work in a great harmony and liaison with Executive Chef to ensure smooth F&B operations.
  • Organize Staff yearly appraisals following PPG Guidelines.
  • Supervise the team and duty managers, conduct regular briefings and debriefings when it is required, provide trainings, generate feedback, monitor team member`s performance and report regular and/or irregular basis.

Qualifications / Essential Skills:

  • Previous management experience in the hotel/hospitality sector
  • Calm, efficient and organized
  • Excellent personal presentation and communication skills
  • A passion for delivering exceptional levels of Guest service
  • Ability to listen and respond to both guest and colleagues needs
  • Multi-lingual an asset
  • Accountable and resilient
  • Ability to work under pressure
  • Flexibility to respond to a range of different work situations
  • Knowledge of health and safety including food hygiene standards

Eligibility:

  • In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK.
  • Criminal Record Check will be required.
  • 5 years background check is required to work at the airport.

Health & Safety :

  • It is everyone's responsibility to follow Health & Safety guidelines and report any issues to their manager or Health & Safety Officer.

Customer Service:

  • It is everyone's responsibility to follow the Plaza philosophy and our three values, Service Excellence, Innovation and Teamwork to ensure that every guest leaves satisfied.
  • Your shifts will be agreed with your manager based on your contract of employment.
  • You may be asked to work in another Plaza location at any time without previous defined notice

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