Lounge Operations Manager

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Description :

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


  • 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.


  • 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.

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