The purpose of the General Manager F&B Lounge Ops is to manage all the daily functions of assigned lounge(s), directing resources, driving continuous operations improvement, achieving high customer service satisfaction, and achieving the financial goals of the airline and HMSHost. This is a management position and reports to the Director, F&B Lounge Operations or Sr Dir/Director of Operations, depending on local requirements with a dotted line to the Senior Director, National Lounge Operations.
•Manages the day to day activities of associates and assigns responsibilities to ensure the lounge is open and staffed appropriately, clean, inventory levels are appropriate and equipment is working properly
•Ensures an exceptional level of food, service, ambiance and overall customer and associate satisfaction including monitoring guest interactions to ensure proper training of all staff according to airline and HMSHost standards
•Ensures that all products are prepared and presented in accordance with airline and company standards
•Monitors and manages the operational results of the lounges to maximize guest satisfaction, associate satisfaction and financial results; develops and implements action plan to improve results
•Monitors and maintains all quality control records for assigned lounge, to include ensuring compliance with quality assurance and loss prevention policies and procedures
•Maintains an in-depth understanding of the airline’s service standards, CBAs and all procedures and protocols to maximize brand/labor relations
•Maintains effective communication and positive associate relations by ensuring all associate activities are performed in a timely and professional manner, to include hiring, training, performance reviews, progressive discipline, resolving associate relations issues, and implementing associate engagement programs
•Identifies and executes hiring, termination, advancement, promotion or any other associate status change needs of the units
•Consistently provides direct reports and/or indirect reports with support, coaching and encouragement necessary to achieve business goals, including using existing organizational tools/programs and finding new, creative and effective methods to recognize and reinforce lounge level accomplishments
•Upholds operation standards policies, work policies, training programs, food, beverage and merchandise controls; ensures all American Airlines and HMSHost communications are distributed to associates consistently and clearly.
•Partners with Sr Dir/Director, National Lounge Operations, Sr Dir/Director of Operations, Culinary, training, marketing, and Supply Chain to ensure all food products meet desired product specifications and cost levels for assigned lounge(s)
Minimum Qualifications, Knowledge, Skills, and Work Environment:
•Requires 3-5 or more years of experience as a supervisor or unit-level manager in high volume airline lounge operations and/or multi-unit Food and Beverage or Merchandise operations or other related management experience
•Demonstrates team management, delegation and issue resolution skills and the ability to multi-task
•Demonstrates knowledge of HMSHost policies and product, service, quality, equipment and operations standards
•Requires the ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with individuals
To learn more about HMSHost and additional career opportunities, visit https://www.hmshost.com/.
Equal Opportunity Employer (EOE)
Drug Free Workplace (DFW)