Job Description
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.
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JOB RESPONSIBILITIES
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To be responsible for the proper running of the lounges of the Company.
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To plan, organize and manage operational functions in an effective and economical manner.
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To monitor systems implemented and ensure the regulatory requirements are adhered.
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To ensure smooth, efficient, profitable operations and guests are consistently provided with the highest quality service through an inspired team.
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To constantly seek guest feedback and opportunities to develop the lounge product in keeping with the continuous improvement framework.
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To evaluate the lounge product and services to initiate corrective action where required or to identify new opportunities for enhancing the guests lounge experience.
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To identify opportunities for co-marketing and PR leverage.
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To provide leadership to staff.
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To cooperate and work in a team for development, implementation, maintenance and improvement of the quality management system.
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To take initiative to identify areas for improvement and participate in continual improvement activities.
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To undertake other jobs assigned by supervisors from time to time.
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Develop and manage the lounge budget, including payroll, operational expenses, and cost-control measures to maintain profitability.
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Oversee procurement, inventory, and stock control for food, beverages, amenities, and equipment, ensuring availability and minimizing wastage.
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Ensure all operational, safety,



and hygiene practices comply with local civil aviation authority regulations, government legislation, HACCP, and company standards.
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Liaise with airline partners, caterers, and third-party service providers to maintain seamless service integration.
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Conduct regular inspections of the lounge facilities to ensure cleanliness, maintenance, and readiness for service.
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Prepare and present operational reports, guest feedback summaries, incident logs, and improvement action plans to senior management.
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Monitor staff scheduling and roster compliance, ensuring adequate coverage during peak and off-peak hours.
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Handle VIP guest relations, service recovery, and resolution of complaints with professionalism.
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Implement training programs for customer service, safety procedures, and product knowledge to support career progression and service excellence.
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Ensure compliance with security protocols for restricted areas and staff identification (ASIC/VIC card management in Australian airport context).
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JOB REQUIREMENTS
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Minimum of 3-5 years experience in F&B; industry, including but not limited to restaurants, lounges, rapid food outlets
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Good communication skills and with second language is highly desirable.
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Service-oriented and a good team player
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Able to work under pressure with excellent time management
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Experience in Managing high Volume Operations
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Has managed a team of 30+ people
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Strong leadership, communication and interpersonal skills
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Shift duty is required
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Proficiency in MS Office and point-of-sale/inventory management systems.
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Knowledge of airport operations, restricted area access rules, and customer service protocols for international travelers.
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Experience in managing multicultural teams and working in quick-paced, high-security environments.
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Flexibility to work irregular hours, weekends, and public holidays.
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Strong business acumen with ability to analyze financial data and operational KPIs.
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📌 Lounge Manager (New South Wales)
🏢 Plaza Premium Lounge
📍 New South Wales