Lounge Manager

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Job Description:

Executive Division

Hospitality Department

LOUNGE MANAGER

Approved By

Owner Section / Department Management

Owner Division/Department Management

Human Resources

Department

Quality Department

Authority for Final Approval

Entity

(Sec/Dep/Div)

HR Division

Executive Division

HR Division

Quality Department

Chief Executive Office

Function

Business Partner

Manager

Director

Manager

CEO

Name

Diana Fayad

Maya Bdeir

Roba Ahmadie

Nibal Bou Ghanem

Daniel Tarrega

Signature

Date of Approval

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Date of Adoption

REVISION HISTORY

Revision

Date

Status

Description


Company Values

  1. All LAT Data is confidential.
  1. LAT staff is to:
    1. Perform other duties as requested by immediate Superior within the scope of his/her function.
    2. Abide by and implement Quality Management System (Policies, Processes, Procedures, Work Instructions and in particular Service Level Agreements with LAT customers).
    3. Follow Health & Safety Policies and Procedures.
    4. Respect colleagues, co-workers, superiors, and individuals, and present a positive image of LAT within the community.
    5. Contribute effectively and pro-actively to the continuous improvement of LAT through suggestions, teamwork, and involvement.
    6. Abide by legal and regulatory requirements
    7. Perform the required services in a customer oriented and cost-effective manner

Reporting Line

  1. Reports To (Administrative):

Hospitality Manager

  1. Reports To (Operational):

Hospitality Manager

Scope of Work

Oversee and direct all aspects of day-to-day activities of the lounge to deliver a 5* service to passengers / guests to guests.

Contribute to the overall profitability of the lounge by achieving financial and non-financial targets, creating a service excellent experience whilst maintaining the company brand standards.

Liaise with the company management and provide them with proper reporting.

Lead a team and provide input on the planning and hiring of shift staff, their engagement, training & development, reward, recognition and performance management.

Duties, Responsibilities & Authorities

Duties & Responsibilities:

  1. Plan, organize and manage operational functions in an effective and economical manner and ensure guests are consistently provided with the highest quality service.
  2. Lead, motivate, develop and directing the team (30/35 colleagues) while ensuring staff performance are managed to quality set objectives.
  3. Maintain proper staff scheduling.
  4. Ensure staff are trained competently and have the tools and equipment needed to carry out their job functions effectively and deliver a customer focused service.
  5. Develop personal development plans for team members to ensure progression and learning within roles.
  6. Constantly seek guest feedback to develop the lounge product and implement an action a plan to address any concerns.
  7. Identify new opportunities for enhancing the guests lounge experience, and provide solutions to operational lounge challenges, in keeping with the continuous improvement framework.
  8. Create an environment where constant improvement is actively encouraged and recognized.
  9. Oversee the ordering of all food and consumables and complete monthly Stock takes.
  10. Bring innovation to food offer and be actively involved in the menu workshops.
  11. Complete all H&S and F&S documentation in line with company policy and legal requirements.
  12. Conduct regular meetings with the clients to discuss progress and activities in lounge and record minutes and actions.
  13. Coordinate and manage the contract activities through effective regular communication with Clients and Colleagues.
  14. Identify opportunities for co-marketing and PR leverage.
  15. Ensuring all health and Safety and Food and safety legislation is adhered to.
  16. Ensure accurate, timely reports and provide regular updates according to company management requests.
  17. Performing other tasks and activities as requested

Dynamics

  1. Within the Division:
    1. Hospitality Department
  2. With other Sections/Departments:

Qualifications

  1. Education & Experience (No. of years):
    1. BA in Hotel Management or Business Administration, MBA is a plus.
    2. Five to six years of relevant experience in a senior position in the hospitality field.
    3. Airport Lounge experience (is a plus).
    4. Experience in providing high end quality in customer service and product to prestigious client(s).
    5. Catering experience (4 or 5 * Hotel or similar environment).
    6. Proven supervisory / team management experience.

Knowledge, Skills, Abilities Required (Languages, Computer literacy, etc)

  1. A good understanding of all aspects of Lounge operations.
  2. Ability to deliver an exceptional Customer experience.
  3. Quality and process driven with particular focus on delivering results.
  4. Great attentions to maintenance and cleanliness.
  5. Passion for food and innovation.
  6. Experience of leading and managing teams to deliver results.
  7. Strong leadership with the ability to motivate and engage teams with fairness and empathy, having courageous performance discussions as appropriate.
  8. Excellent communication skills (written and verbal) in English & Arabic.
  9. Demonstrate integrity, dedication, and commitment to continuous improvement.
  10. Detail-oriented with the ability to manage under pressure.
  11. Strong planning and organizational skills.
  12. Flexible approach.
  13. Problem solving skills.
  14. IT Skills.
  15. Full-time with rotating shifts
  16. On call duties are required as lounge operates 24/7.

Other Characteristics (Working Conditions, Physical efforts, Tools, Special attire, etc)

Working Place:

Cairo Airport
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