Business Lounge Manager

Full Time, onsite
LOT Polish Airlines
Chicago, United States of America

Salary undisclosed

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The Business Lounge Manager is responsible for overseeing the daily operations of the airport’s business lounge, ensuring a high-quality experience for passengers. This role involves managing staff, handling budgets, addressing customer service issues, and maintaining the overall ambiance and functionality of the lounge. The ideal candidate will have a strong background in hospitality management, airport experience, excellent interpersonal skills, and the ability to manage multiple tasks in a fast-paced environment.

Key Duties and Responsibilities:

Operations Management:
Oversee day-to-day operations of the business lounge to ensure efficient and seamless service delivery.
Develop and implement operational policies and procedures to enhance the customer experience.
Monitor lounge performance metrics and ensure adherence to service standards.
Staff Management:
Manage lounge staff, ensuring high levels of performance and customer service.
Conduct regular performance evaluations and provide coaching and development opportunities for staff.
Customer Service:
Ensure a high standard of customer service, addressing and resolving any customer complaints or issues promptly.
Implement customer feedback systems to continually improve service quality.
Maintain a welcoming, clean, and comfortable environment for all lounge guests.
Facility Management:
Oversee the maintenance and cleanliness of the lounge, including seating areas, restrooms, and amenities.
Ensure all equipment and furnishings are in good working order, coordinating repairs or replacements as needed.
Manage inventory levels of food, beverages, and other supplies, ensuring timely replenishment.
Financial Management:
Develop and manage the lounge budget, ensuring cost-effective operations while maintaining high service standards.
Prepare financial reports and analyze performance data to identify areas for improvement.
Work with vendors and suppliers to negotiate contracts and manage relationships.
Supervision of Lounge Operator, ensuring all KPIs are reached – reporting to Supervisor
Introducing new solutions to improve cooperation with suppliers and the airport.
Marketing and Promotion
Develop and implement marketing strategies to promote lounge services and attract more passengers.
Collaborate with airline partners to offer exclusive deals and packages to frequent flyers and premium customers.
Manage social media presence and other promotional activities to enhance the lounge's visibility and reputation.
Compliance and Safety:
Ensure compliance with all relevant health, safety, and security regulations.
Conduct regular safety audits and training sessions for staff.
Liaise with airport security and management to address any safety concerns or incidents.
Reporting and Communication:
Prepare regular reports on lounge performance, customer satisfaction, and other key metrics.
Communicate effectively with senior management, staff, and other airport departments.
Represent the lounge in airport meetings and industry events as needed.

Ideal Candidate:

Strong background in hospitality management and airport operations – at least 3 years
Proven experience in team management and customer service – at least 3 years
Excellent interpersonal and communication skills
Ability to handle multiple tasks in a fast-paced environment
Proficiency in financial management and budgeting
Experience in staff development and performance management
Skilled in facility management and ensuring a clean, functional environment
Knowledge of health, safety, and security regulations
Ability to implement operational strategies to enhance service quality
Experience in marketing and promotion within a hospitality or airport setting
Ability to manage supplier relationships and negotiate contracts
Strong problem-solving and decision-making abilities
Capacity to represent the lounge in interactions with airport authorities and stakeholders