Job Description

Senior Operations Manager (Restaurant / Airport Lounge)

DFW Airport

Plaza Premium Group

Plaza Premium Group is the global leader in airport lounges and hospitality! With over 25 years of experience, we are redefining travel by creating seamless, world-class airport experiences in over 350 locations worldwide. From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travelers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board!

Overall responsible for the operations and management of the day-to-day activities of a large airport restaurant. The work of the Senior Operations Manager includes working within established corporate policies and procedures to achieve customer satisfaction, company standards of quality and safety, through quality customer service, communication and general problem solving, as well as coordinating administrative and operational activities of assigned team members. In addition, the role will perform a full range of evaluations of all positions and customer service duties in support of company and customer operations. The SR Operations Manager has proficient knowledge of all service level agreements and procedures and of all positions and owns the level of service for the operations.

Responsibilities:

Pre-Opening

• Work closely with the pre-opening task force and finalize the pre-opening plans from a lounge operational point of view (project management).
• Working with Facilities for knowledge of all equipment and working with vendors.
• Support the USA operations team with open line of communication, mitigating surprises.
• Coordinate with Learning & Development on restaurant trainee staff orientation, onboarding, and training.
• Work closely with Procurement and be the local support in the sourcing of operating equipment and service providers.
• Coordinate with Global / Regional IT in the setup of IT systems.

Restaurant Operations

• Expert with LOP knowledge and drives all SLA executions through high level action plans.
• Achieve set goals by prioritizing, organizing, and completing objectives/projects on the deadlines established.
• Swift reaction to customer complaints and queries and follow up with operations team. Root cause analysis for recurring complaints as well as corrective and preventive actions to all complaints.
• Attend Operations meetings and provide operational updates. Provide solutions to operational challenges.
• Validating forecast traffic and staffing levels.
• Proficient knowledge of culinary recipes and procedures.
• Liaising with tri-party agreements to ensure service level agreements are met.
• Ensuring the operations runs to contract obligations.
• Procurement – ensure all products are procured and supplied. All par levels are to be maintained efficiently for the bar.
• Responsible for all required Liquor Licenses for leadership and staff that is mandated.
• Accountable for direct communication with leadership and facility department for ongoing repair and maintenance
• Validating entire badging and parking system and compliance.
• Working with airport relationships and guidelines.

Quality Standard & Brand Attributes

• Delight the customer with every single interaction and require the same from the entire front-line team to create a positive experience for all guests.
• Daily, weekly, monthly audits to ensure service level agreement per contract and inspections.
• Ensure the service standards are maintained as per Operational Manuals as well as Corporate Policies & Procedures.
• Perform e-LSQ to maintain regular internal audits of the lounge and of service.

People

• Ensure lounge staff team members are trained competently and have the tools, resources and equipment needed to carry out their job functions effectively.
• Design metrics, routines, and supporting tools to drive desired Culture, engagement, quality, sanitation, safety, security, and productivity standards in the team.

Requirements:

• Minimum 8 years’ experience in hospitality: hotel, resort, private club, or airport lounge. Ideally in F&B (restaurant and bar management) in a General Management role for at least 5 years.
• Experience in a high-end, luxury hospitality or airport lounge environment is required and is an advantage.
• Able to work under pressure with excellent time management.
• Independent, capable in handling diversity in a multicultural organization
• Willing to travel
• Project management skills, organization skills, and strong time management skills
• Strong written and verbal communication skills
• Demonstrated knowledge in budget and forecast planning.
• Leadership skills and the ability to motivate staff.
• Proficiency with IT tools and systems. Can troubleshoot at basic user level (POS systems, Inventory software, Word, Excel, PowerPoint, SharePoint, Microsoft Teams).
• Full Time – schedules are often irregular and may include some long days, nights, weekends, and holidays.

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