- Provides ongoing collaborative hands-on leadership for all aspects of the lounge including team members, third party partnerships, client relationships, and ownership
- Full ownership of all guest requests, service failures, and remedies. Consistently deliver exceptional guest experiences to guests
- Maintains excellent relationships with guests and clients as well as other departments
- Conducts HR functions including recruiting, hiring, progressive counseling and terminations.
- Oversees scheduling, payroll, and team training
- Motivate, coach, mentor and develop frontline (hourly) and management staff
- Ensure full compliance to lounge operating controls, SOP’s, policies, training programs, including all required certifications, procedures, and service standards
- A strong understanding of P&L statements and the ability to foresee potential budget variances and react with impactful strategies
- Manage on-going profitability of the lounge, ensuring cost effectiveness and guest satisfaction targets are exceeded
- Initiate and develop improvement actions plans and carry out costs savings
- Achieve company and client financial targets and goals
- Uphold and elevate high standards regarding health, safety, and cleanliness
- Ensure lounge standards are met including compliance with company food and safety programs
- Report and track maintenance issues within the lounge
- Closely monitor lounge reports daily and make decisions accordingly. Prepare monthly reporting for ownership and other stakeholders
- Ensure all decisions are made in the best interest of the lounge and partnerships.
- Establishes a safe work environment for employees by performing safety audits and inspections, conducting safety-related training, and maintaining on-going communications with employees
- Comply and ensure your team follows airport authority regulations
- Other duties as assigned
x
