Operations Manager

About the Company

Hello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

Our promise to you:

• We will respect and value your background and perspectives
• We will work together with integrity
• We will share our incredible pride for job, company and industry

What we ask of you:

• Bring passion to all that you do
• Listen, move fast and think innovatively
• Speak up, have ideas and share them
• Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

Who we are

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

JOB SCOPE:

To manage the business outlet/s professionally and efficiently. To optimize and maximize staff productivity and efficiency. To train, guide and motivate a high level of staff competency and staff performance. To establish improvements and implementation of operational strategies. Prepare division budget.

JOB RESPONSIBILITIES:

1. Lounge Operations Management

• Ensure smooth and efficient day-to-day operations of the lounge.
• Maintain high standards of cleanliness, ambiance, and service quality.
• Oversee product presentation, including food, beverages, newspapers, and amenities.
• Monitor crowd control, security, and customer service in the lounge
• Handle guest inquiries, feedback, and complaints to ensure excellent customer experience.

2. Guest Services, Customer Experience

• Ensure a seamless and welcoming guest experience from arrival to departure.
• Address customer needs promptly, offering personalized service where possible.
• Implement service recovery strategies to handle guest concerns effectively.
• Coordinate with airlines visitors, card holders, VIP clients, and maintain Smart Traveler Loyalty Program to provide tailored services.
• Develop initiatives to enhance guest satisfaction and brand loyalty.
• Manage cashiering duties, including handling guest payments, issuing receipts, and maintaining accurate financial records.
• Reconcile daily transactions and ensure proper cash handling procedures are followed.

3. Team Leadership, Hiring & People Management

• Lead, coach, and develop the lounge team to maintain high service standards.
• Conduct staff meetings, training, and performance evaluations.
• Oversee recruitment, hiring, and onboarding processes to build a skilled and motivated team.
• Create and manage work rosters to ensure optimal coverage.
• Foster a collaborative and guest-oriented work environment.
• Manage team performance, conflict resolution, and staff development plans.

4. Financial, Procurement & Inventory Management

• Oversee budgeting, cost control, and revenue optimization.
• Monitor stock levels and manage ordering processes to ensure smooth operations.
• Control wastage and optimize resource allocation.
• Ensure accurate financial reporting and cashiering reconciliation.
• Manage procurement of food, beverages, and other lounge supplies, ensuring quality and cost efficiency.
• Negotiate with vendors and suppliers for better pricing and service agreements.

5. Compliance & Safety

• Ensure adherence to food safety, health, and hygiene regulations.
• Conduct regular inspections and audits to meet compliance requirements.
• Develop and enforce policies to enhance guest and staff safety.
• Maintain compliance with workplace health and safety regulations and industry best practices.

6. Business Development & Stakeholder Management

• Collaborate with vendors, suppliers, and business partners to enhance service offerings.
• Work with marketing teams to implement branding and customer engagement strategies.
• Build relationships with airport authorities, regulatory bodies, and other key stakeholders.
• Identify opportunities for service enhancements and business growth.

7. Crisis & Incident Management

• Respond effectively to emergencies and operational disruptions.
• Implement contingency plans and coordinate with relevant teams to minimize impact.
• Ensure staff are trained in emergency response procedures and customer safety protocols.
• Perform any other duties as may be assigned by the Management from time to time.

JOB REQUIREMENTS:

• Candidate must possess tertiary education qualification in Hospitality Management or related discipline
• Minimum 10 years’ relevant experience with 5 years at senior management level in hospitality Knowledgeable in all aspects of managing and leading services food and beverage and hospitality nature of business or outlet.
• Proven leadership experience in hospitality, ideally within luxury or 5-star hotel environments , with a strong understanding of premium service standards and guest expectations.
• Excellent time management skills and able to work under pressure
• Detail-minded, efficient, well-planned with good business sense
• Strong communication and interpersonal skills with analytical mind
• Preference will be given to candidates with experience in Egypt or with Egyptian market expertise
• Excellent command of both spoken/ written English (Mandatory) & Arabic (Native language)
• Shift duty is required
• Work location: Airport