Operations Manager

About the Company

Hello Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

Our promise to you:

• We will respect and value your background and perspectives
• We will work together with integrity
• We will share our incredible pride for job, company and industry

What we ask of you:

• Bring passion to all that you do
• Listen, move fast and think innovatively
• Speak up, have ideas and share them
• Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

Who we are

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

Job Scope – Senior Operation Manager

To manage Lounges operations in a professional and efficient way. To make sure staff work productively and give excellent service. To train, guide, and motivate the team for high performance. To improve daily operations and implement new strategies. To prepare and control the division budget. We prefer candidates with hotel, hospitality or Aviation experience.

Responsibilities:

Pre-Opening

• Work closely with the pre-opening task force and finalize the pre-opening plans from a lounge operational point of view (project management).
• Working with Facilities for knowledge of all equipment and working with vendors.
• Support Spain operations team with open line of communication, mitigating surprises.
• Coordinate with Learning & Development on restaurant trainee staff orientation, onboarding, and training.
• Work closely with Procurement and be the local support in the sourcing of operating equipment and service providers.
• Coordinate with Global / Regional IT in the setup of IT systems.

Restaurant Operations

• Expert with LOP knowledge and drives all SLA executions through high level action plans.
• Achieve set goals by prioritizing, organizing, and completing objectives/projects on the deadlines established.
• Swift reaction to customer complaints and queries and follow up with operations team. Root cause analysis for recurring complaints as well as corrective and preventive actions to all complaints.
• Attend Operations meetings and provide operational updates. Provide solutions to operational challenges.
• Validating forecast traffic and staffing levels.
• Proficient knowledge of culinary recipes and procedures.
• Liaising with tri-party agreements to ensure service level agreements are met.
• Ensuring the operations runs to contract obligations.
• Procurement – ensure all products are procured and supplied. All par levels are to be maintained efficiently for the bar.
• Responsible for all required Liquor Licenses for leadership and staff that is mandated.
• Accountable for direct communication with leadership and facility department for ongoing repair and maintenance
• Validating entire badging and parking system and compliance.
• Working with airport relationships and guidelines.

Quality Standard & Brand Attributes

• Delight the customer with every single interaction and require the same from the entire front-line team to create a positive experience for all guests.
• Daily, weekly, monthly audits to ensure service level agreement per contract and inspections.
• Ensure the service standards are maintained as per Operational Manuals as well as Corporate Policies & Procedures.
• Perform e-LSQ to maintain regular internal audits of the lounge and of service.

People

• Ensure lounge staff team members are trained competently and have the tools, resources and equipment needed to carry out their job functions effectively.
• Design metrics, routines, and supporting tools to drive desired Culture, engagement, quality, sanitation, safety, security, and productivity standards in the team.

Requirements:

• Minimum 8 years' experience in hospitality: hotel, resort, private club, or airport lounge. Ideally in F&B (restaurant and bar management)
• Experience in a high-end, luxury hospitality or airport lounge environment is required and is an advantage.
• Able to work under pressure with excellent time management.
• Independent, capable in handling diversity in a multicultural organization
• Project management skills, organization skills, and strong time management skills
• Strong written and verbal communication skills
• Demonstrated knowledge in budget and forecast planning.
• Leadership skills and the ability to motivate staff.
• Proficiency with IT tools and systems. Can troubleshoot at basic user level (POS systems, Inventory software, Word, Excel, PowerPoint, SharePoint, Microsoft Teams).
• Full Time – schedules are often irregular and may include some long days, nights, weekends, and holidays.