As a member of the lounge management team, you will work as a team to drive the performance of the business and are responsible for ensuring the efficient running and operational management of the lounge during your shift. With the responsibility to deliver exceptional service, standards and core KPI’s as set out by the business, you will inspire, lead, motivate, train and manage the team. Through effective system management you will be responsible for maximising revenue and profitability, taking accountability for controllable costs, whilst ensuring compliance and health and safety measures are to the highest standards.

Requirements

KEY AREAS OF RESPONSIBILITY

Financial

- Take commercial responsibility for designated lounges and any additional services where applicable.
- Manage staffing and stock costs through effective planning, monitoring and reactive management during each shift.
- Manage payroll expenditure in line with lounge revenue and agreed budgets.
- Maximise revenue opportunities through strong commercial awareness of the airport and local operating environment.
- Drive sales by setting clear, achievable targets and monitoring performance throughout each shift.

Systems

- Ensure all operational systems relating to designated lounges and services are effectively managed and kept up to date.
- Use systems to accurately monitor and control staffing, stock, consumable costs, par levels and business demand.
- Monitor operational data and reports, responding proactively to changes in business levels and customer demand.
- Ensure all required systems are used correctly by the team and that information is accurate and up to date.

Compliance

- Ensure the lounge, employees and any additional services operate safely and in accordance with all relevant legislation, policies, procedures and company standards.
- Ensure all operational policies, practices and systems are fully compliant across all areas of the operation.




- Identify areas where additional training, support or improvements are required and take appropriate action.
- Maintain accurate compliance records and ensure all required checks and audits are completed.

People

- Ensure designated lounges are staffed appropriately and efficiently, with all operational areas adequately covered.
- Manage staffing levels in response to passenger numbers, bookings and changing business requirements.
- Induct, train and develop team members to ensure they are fully competent across all areas of the lounge.
- Ensure all employees have appropriate development plans and that mandatory and role-specific training remains current, refreshed and appropriately recorded.
- Conduct regular one-to-one meetings and manage performance effectively and fairly.
- Recognise and reward good performance and encourage employee engagement, teamwork and a positive workplace culture.
- Promote a strong team environment where employees feel supported, valued and motivated to deliver high standards.
- Address performance, conduct, attendance or training issues promptly and in accordance with company procedures.

Service

- Ensure all employees on shift consistently deliver service in accordance with operating procedures and required service standards.
- Ensure all service equipment, tools and resources are checked and available at the beginning and end of each shift.
- Champion exceptional customer service and maintain a strong focus on the overall customer experience.
- Engage positively with customers throughout the shift and lead by example in delivering a welcoming, skilled and attentive service.
- Monitor customer feedback, reviews and satisfaction scores and take appropriate action where improvements are identified.
- Take ownership of customer concerns, complaints and service recovery, ensuring these are dealt with promptly, professionally and appropriately.
- Work with the team to identify opportunities to improve the customer journey and consistently maintain high service standards.

📌 Assistant Lounge Manager (St Peters)
🏢 GR8 Recruitment
📍 St Peters