Responsibilities:
Oversee the daily operations of lounge
- Manage all lounge operations professionally and efficiently. Optimize and maximize staff productivity to ensure a premium guest experience.
- Represent Global Lounge with SFO airport authorities, airlines, and suppliers.
- Establish strong communication channels and regular exchange of information between all operational departments.
- Assign duty roster for Front of the House and Back of the House teams.
- Responsible for cleanliness and maintenance of lounge.
- Handle client feedback and staff grievances.
- Oversee improvements and / or implementation of new services and operational policies.
- Responsible for understanding how to operate and troubleshoot service related equipment (dishwashers, convection ovens, coffee maker, etc).
- Responsible for distribution and accuracy of Daily Billing Reports.
Maintain lounge budget
- Allocate proper resources and assign appropriate personnel.
- Prepare forecast of budget needed for the lounge.
- Oversee inventory, ordering of food and supplies, equipment repair and maintenance
Responsible for the recruitment, selection, training, and development of staff
- Train, guide, and motivate staff competency and staff performance.
- Train employees on point of sale and lounge access programs.
- Maximize staff efficiency and ensure quality of work.
- Improve the competency of personnel by providing relevant training program.
Oversee staff performance in operations and customer service
- Monitor staff appearance, attire, conduct, and work attitude. Emphasize the importance of team spirit and collaboration.
- Appropriately discipline and resolve conflicts or related issues between junior colleagues as required.
- Ensure compliance with local licensing regulations, including, but not limited to liquor license, health & hygiene, Food Handling/Serve Safe, etc.
- Ensure compliance with Company policies and procedures and service standards.
- Implement Standard Operating Procedures (SOP) for all operational areas as directed by Headquarters. Ensure and monitor that once developed all standard processes and procedures are properly implemented and followed.
- Ensure that SOP improvements are documented and referred to HQ for updating.
Develop improvements and implementation of operational strategies.
- Responsible for administrative matters, including new hire documentation, airport badging, and proper reporting of accounting.
- Ensure compliance with local (and airport specific) labor laws.
- Ensure performance of regular inspections to guarantee the installations and equipment are well maintained and in working order.
- Ensure appropriate action is taken to repair / replace malfunctioned equipment.
Achieve company’s quality objectives and targets.
- Work towards development, implementation, maintenance and improvement of the quality management system.
- Take initiative to identify areas for improvement and participate in continual improvement activities.
- Business development projects assigned by Headquarters from time to time.
- Undertake other jobs assigned by Headquarters from time to time.
- Must be able to pass a background check as required for badging at SFO Airport.