Overall responsible for the operations and management of the day-to-day activities of the lounge/s. Ensure team members are trained competently and have the tools and equipment needed to carry out their job functions effectively. Ensure the highest standards of safety / security and quality service in accordance with the Company's policy, local civil aviation, government legislation and international standards.
JOB RESPONSIBILITIES
- To be responsible for the proper running of the lounges of the Company.
- To plan, organize and manage operational functions in an effective and economical manner.
- To monitor systems implemented and ensure the regulatory requirements are adhered.
- To ensure smooth, efficient, profitable operations and guests are consistently provided with the highest quality service through an inspired team.
- To constantly seek guest feedback and opportunities to develop the lounge product in keeping with the continuous improvement framework.
- To evaluate the lounge product and services to initiate corrective action where required or to identify new opportunities for enhancing the guests lounge experience.
- To identify opportunities for co-marketing and PR leverage.
- To provide leadership to staff.
- To cooperate and work in a team for development, implementation, maintenance and improvement of the quality management system.
- To take initiative to identify areas for improvement and participate in continual improvement activities.
- To undertake other jobs assigned by supervisors from time to time.
- Develop and manage the lounge budget, including payroll, operational expenses, and cost-control measures to maintain profitability.
- Oversee procurement, inventory, and stock control for food, beverages, amenities, and equipment, ensuring availability and minimizing wastage.
- Ensure all operational, safety, and hygiene practices comply with local civil aviation authority regulations, government legislation, HACCP, and company standards.
- Liaise with airline partners, caterers, and third-party service providers to maintain seamless service integration.
- Conduct regular inspections of the lounge facilities to ensure cleanliness, maintenance, and readiness for service.
- Prepare and present operational reports, guest feedback summaries, incident logs, and improvement action plans to senior management.
- Monitor staff scheduling and roster compliance, ensuring adequate coverage during peak and off-peak hours.
- Handle VIP guest relations, service recovery, and resolution of complaints with professionalism.
- Implement training programs for customer service, safety procedures, and product knowledge to support career progression and service excellence.
- Ensure compliance with security protocols for restricted areas and staff identification (ASIC/VIC card management in Australian airport context).
JOB REQUIREMENTS
- Minimum of 3-5 years experience in F&B industry, including but not limited to restaurants, lounges, fast food outlets
- Good communication skills and with second language is highly desirable.
- Service-oriented and a good team player
- Able to work under pressure with excellent time management
- Experience in Managing high Volume Operations
- Has managed a team of 30+ people
- Strong leadership, communication and interpersonal skills
- Shift duty is required
- Proficiency in MS Office and point-of-sale/inventory management systems.
- Knowledge of airport operations, restricted area access rules, and customer service protocols for international travelers.
- Experience in managing multicultural teams and working in fast-paced, high-security environments.
- Flexibility to work irregular hours, weekends, and public holidays.
- Strong business acumen with ability to analyze financial data and operational KPIs.
Lounge Manager in Sydney employer: Plaza Premium Lounge
Join a dynamic and supportive team where your contributions as an Assistant Human Resources Manager will be valued and impactful. Our company fosters a vibrant work culture that prioritises employee engagement and professional growth, offering numerous opportunities for career advancement in a fast-paced environment. Located in Australia, we provide a unique chance to be part of global HR initiatives while enjoying the benefits of a collaborative workplace that champions innovation and inclusivity.
