Assistant Manager

Assistant Lounge Manager

PURPOSE

As a member of the lounge management team you will work as a team to drive the performance of the business and
are responsible to ensure the efficient running and operational management of the lounge during your shift. With
the responsibility to deliver exceptional service, standards and core KPI’s as set out by the business, you will inspire,
lead, motivate, train and manage the team.

ROLE
- Financial: Ensuring you manage staffing and stock costs through Deputy and Saffron, by effective
planning and monitoring reactively on shift. Taking commercial accountability for your designated
lounges (and other services, where relevant). Maximizing on revenue opportunities through commercial
awareness of your airport, driving sales through setting clear targets.
- Systems: Ensuring all systems for your designated lounges (and other services, where relevant) are
effectively managed in order to track and control all lounge costs, manage stock and Par levels, report on
and react to business demand. These include - Deputy, Saffron, Epos & Repos.
- Compliance: Ensuring your designated lounges, people (and other services, where relevant) are
operating safely in line with legislation and procedure. You will ensure policies, practices and online
systems are compliant in all areas of the operation and if needed identify and areas for training or
improvement.
- People: Ensuring your designated lounges (and other services, where relevant) are staffed optimally,
ensuring all sections are covered. Induct and train the team to be fully competent in each area of the
Lounge. Ensure your team have development plans and all training is up to date, refreshed and audited.
Manage payroll costs in line with lounge revenue. You will undertake regular 1-2-1’s, performance
management, recognise/reward and constantly advocate the No1 culture building the No1 community.
- Service: Ensuring all staff on shift are delivering service in line with the Operating procedures and all
service tools are checked /available at the beginning and end of each shift.

RESPONSIBILITIES
- To uphold all Health and Safety, Process and compliance (inclusive of No1 Allergens), EHO, accident
reporting, evacuation, fire safety, risk assessments and GDPR systems being fully adhered to and records
completed and up to date.
- Be the Management contact throughout your shift, effectively dealing with all internal, airport partner and
third-party queries and issues. Escalating to the OM immediately when required.
- To be up to date with all company updates, correspondence and training. To respond to or action in a
timely manner ensuring your team are up to date.
- To be responsive to, and organise roster changes, managing Deputy system in a timely manner
appropriately.
- Manage payroll spend in line with lounge revenue. Maintain payroll to revenue spend budget through
effective roster planning and reactive shift staffing management.
- To effectively set targets for your shift and brief the team accordingly, co-ordinating deployment of staff
to optimise efficiency and service delivery.
- To be present on the floor, ensuring consistency in delivering service and standards to the company SOP’s.
- Reporting accurately, including: thorough handovers, completing clear and detailed shift reports and
logging maintenance issues.
- Ensure systems are used to manage stock to par levels and consumable costs.
- Operating an effective shift in line with agreed budgets by exercising strict stock control and minimising
wastage by stock rotation and working with stock reports.
- Coordinate and conduct regular 1-2-1 meetings completing PDPs and closing the skill gaps of the team
through on-the-job training and other training programmes.
- Manage the onboarding, induction and training of any new staff.
- Take responsibility for each shift, ensuring that the guest experience is perfectly delivered in line with No1
Lounges service style and service recovery is actioned if necessary.
- To manage and monitor performance of all staff, documenting using the relevant paperwork, dealing with
HR issues when relevant.
- Managing and coordinating capacity management in line with daily pax targets, bookings and overall
staffing to ensure profitability.

GENERAL

Please note, we are open daily throughout the year from early morning until late evening and shift work will be
part of your working week as the face of No1 Lounges. Therefore you should be willing to work early morning,
evenings and be prepared to work on a rolling shift pattern.
Due to our location within the airport a full 5 year working history in the UK and a clean criminal record is
- Comply with all policies and procedures as written in the Employment Handbook and with appropriate
information security standards and guidelines
- Uphold confidentiality at all times and take reasonable precautions to protect the information accessed or
used in your work
- Willingness to help other team members wherever possible and to understand the flexibility required
when business levels peak and trough
- To undertake any reasonable requests made of you by the Company including flexibility in hours,
location and responsibilities

**BENEFITS**:

- Westfield Healthcare - covers dentistry, opticians, physio and much more
- Perkbox - get access to daily perks, discounts on shopping/experiences
- Free Lounge visits every year
- Complimentary staff meals and drinks whilst on shift
- Discounted Gym Membership
- Touchdown - Discounted Holidays/flights/cruises
- Discounted friend and family rates
- Car parking whilst on shift
- Employee of the month and Reward & Recognition schemes
- Employee Assistance Programme
- Workplace Pension Scheme
- Family Friendly Policies
- Up to 28 days holiday per year