General Lounge Manager

Location: Inverness Airport

Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?

If you have a passion for delivering world class guest experience, leading hospitality teams and enjoy meeting new faces every day, then this is the role for you.

We are Aspire Executive Lounges. With more than 35 years of ward winning hospitality experience, we are Europe’s largest brand of executive lounges and serve over 5 million customers worldwide within 80 lounges, that’s over 14,000 guests per day.

We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘the perfect start’.

We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Executive Lounge offering to meet our ambition of being the Best Lounge provider globally.

Job Summary:

The Executive Lounge General Manager reports to the Regional Operations Manager and oversees the day-to-day operations of the executive lounge, ensuring exceptional service delivery and guest satisfaction. This role involves managing a team of lounge staff, maintaining the lounge's standards, and implementing strategies to enhance guest experience and revenue generation.

Key Responsibilities:

1. Safety:

• Conduct audits and inspections promoting safe observations and acting on near misses.
• Build a just safety culture upon our safety commitments to minimise LTI’s.
• Monitor adherence to Hygiene, COSHH and Fire regulations ensuring all HIRA’s and SOP’s are kept up to date.

2. Team Management:

• Recruit, engage with and retain the best hospitality talent, to effectively manage attrition.
• Schedule staff shifts, allocate duties, and monitor performance to ensure efficient operation and adherence to service standards.
• Provide coaching and feedback to staff to foster a positive work environment and continuous improvement.

3. Guest Experience:

• Ensure the highest level of guest satisfaction (NPS) by maintaining cleanliness, ambiance, and service standards in the lounge.
• Address guest enquiries, concerns, and complaints promptly and professionally, striving to exceed expectations.
• Implement initiatives to enhance guest experience, such as personalized service offerings, loyalty programs, and special events.

4. Operational Management:

• Oversee inventory management, including stock replenishment, ordering supplies, and controlling costs to meet budget targets.
• Monitor lounge facilities and equipment, coordinating maintenance and repairs as needed to ensure a safe and comfortable environment for guests and staff.
• Develop and enforce operational policies and procedures to optimize efficiency and compliance with regulatory requirements.
• Adhoc reasonable requests by senior leadership team.

5. Revenue Generation:

• Identify opportunities to increase revenue through upselling, cross-selling, and promotional activities.
• Collaborate with commercial and marketing teams to develop strategies for attracting and retaining lounge contracts and guests.
• Analyse financial performance metrics and trends to identify areas for improvement and inform decision-making.

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Qualifications:

• Bachelor's degree in hospitality management, business administration, or a related field or Proven experience in a managerial role within the hospitality industry, preferably in a premium lounge or hotel environment.
• Strong leadership, communication, and interpersonal skills.
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Proficiency in relevant computer applications and systems, such as Microsoft Office suite.
• Knowledge of industry trends, best practices, and regulatory requirements.
• Ability to travel, as required, within the region to other lounge locations.

Benefits:

• Free parking whilst at work.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Membership of Industry Recognised bodies. E.G. IOH, UKH
• Free meals and soft drinks during shifts.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme
• Discounted retail – Varies by Airport Outlet
• Discounted access to Aspire lounge network for family and friends.