Lounge Manager

JOB SCOPE

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.