Job Summary:

Responsible for aligning strategies and policies for overall lounge operations and ensuring superior customer experience. Furthermore, the role is responsible for ensuring compliance as per global best practices and local & international standards

Responsibilities:

• To uphold the brand value by ensuring high standards in all lounge services and operations
• Liaise with all service providers including F&B suppliers to ensure excellent quality, timeliness as per operational requirements and QAHSE standards
• Manage selection and pricing strategy of all products; review prices and charges for all contracted clients in coordination with other departments
• Establish and maintain excellent relationships with airport, client airline, local & other regulatory authority to ensure superior customer service
• Analyze lounge operations and services to ensure comprehensive and appropriate resolution for complains issues and concerns
• Quest cross selling and upselling opportunities on all NAS services
• Actively participate in project plans and coordinate procurement activities in relation to lounge operations
• Responsible for implementing and updating the operation manuals and standard operating procedures (SOP).
• General monitoring of the lounge facilities and assets, including storage areas, offices, seating areas, bathrooms, cars etc.
• Accountable and responsible to ensure effective implementation of station integrated quality, safety, security and environment management system; also responsible for internal and external audits in coordination with station QHSE departments.

Qualifications

• Bachelor’s Degree or related field, MBA preferred
• Minimum of 5 years’ experience in a management role
• Prior experience in airport lounge and handling food & beverages
• Effective communication, interpersonal skills and timely decision making
• Leadership as well as team-building skills along with strong analytical and problem-solving skills
• Excellent verbal and written English communication skills and local language as indicated.