General Manager F&B Lounge Ops

Summary:
The purpose of the General Manager F&B Lounge Ops is to manage all the daily functions of assigned lounge(s), directing resources, driving continuous operations improvement, achieving high customer service satisfaction, and achieving the financial goals of the airline and HMSHost.

This is a management position and reports to the Director, F&B Lounge Operations or Sr Dir/Director of Operations, depending on local requirements with a dotted line to the Senior Director, National Lounge Operations.

Essential Functions:

•Manages the day to day activities of associates and assigns responsibilities to ensure the lounge is open and staffed appropriately, clean, inventory levels are appropriate and equipment is working properly

•Ensures an exceptional level of food, service, ambiance and overall customer and associate satisfaction including monitoring guest interactions to ensure proper training of all staff according to airline and HMSHost standards

•Ensures that all products are prepared and presented in accordance with airline and company standards

•Monitors and manages the operational results of the lounges to maximize guest satisfaction, associate satisfaction and financial results; develops and implements action plan to improve results

•Monitors and maintains all quality control records for assigned lounge, to include ensuring compliance with quality assurance and loss prevention policies and procedures

•Maintains an in-depth understanding of the airline’s service standards, CBAs and all procedures and protocols to maximize brand/labor relations

•Maintains effective communication and positive associate relations by ensuring all associate activities are performed in a timely and professional manner, to include hiring, training, performance reviews, progressive discipline, resolving associate relations issues, and implementing associate engagement programs

•Identifies and executes hiring, termination, advancement, promotion or any other associate status change needs of the units

•Consistently provides direct reports and/or indirect reports with support, coaching and encouragement necessary to achieve business goals, including using existing organizational tools/programs and finding new, creative and effective methods to recognize and reinforce lounge level accomplishments

•Upholds operation standards policies, work policies, training programs, food, beverage and merchandise controls; ensures all American Airlines and HMSHost communications are distributed to associates consistently and clearly.

•Partners with Sr Dir/Director, National Lounge Operations, Sr Dir/Director of Operations, Culinary, training, marketing, and Supply Chain to ensure all food products meet desired product specifications and cost levels for assigned lounge(s)

Requirements

Minimum Qualifications, Knowledge, Skills, and Work Environment:

•Requires 3-5 or more years of experience as a supervisor or unit-level manager in high volume airline lounge operations and/or multi-unit Food and Beverage or Merchandise operations or other related management experience

•Demonstrates team management, delegation and issue resolution skills and the ability to multi-task

•Demonstrates knowledge of HMSHost policies and product, service, quality, equipment and operations standards

•Requires the ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with individuals

Additional Information

To learn more about HMSHost and additional career opportunities, visit

Equal Opportunity Employer (EOE)
Minority/Female/Disabled/Veteran (M/F/D/V)
Drug Free Workplace (DFW)

We empower our team of diverse associates to succeed.

With locations in airports and motorways across North America, HMSHost offers the size, resources, training, and advancement opportunities you need to reach your most important career goals.

401(k) retirement savings plan

Paid Vacation

Employee and family members comprehensive benefits including medical, dental, vision care, long term disability, short term disability, and life insurance

Credit Union Membership

HMSHost benefits vary by location and some associates may not be eligible for certain benefits.

Associates covered by a collective bargaining agreement may be eligible for different benefits.

HMSHost reserves the right to amend and/or terminate a benefit plan at any time.

Customer Service Hall of Fame

Customer Service Hall Of Fame

HMSHost’s Customer Service Hall of Fame recognizes associates who have gone far above and beyond delivery of our Five Star Customer Service standards, and whose actions have significantly enhanced a traveler’s experience at one of our dining operations.

Our Five Star Customer Service standards reinforce and measures our commitment to creating the best possible guest experience for travelers, and we set a target score each year to track our service performance and progress.

We proudly celebrate the great stories of our associates’ service efforts and recognize them as part of our Customer Service Hall of Fame.

“I have been working with HMSHost for just a short time now and I already love the job.

The company does their best to take care of their associates and ensure the highest quality of customer service.”

If you are disabled and require a reasonable accommodation to submit your application, contact the HR Department of the location you wish to apply to.

HMSHost is an equal opportunity employer and does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, national origin, religion, age, physical or mental disability, veteran status or any other basis protected by applicable federal, state or local law in the terms or conditions of employment, programs or activities.

Individuals with questions regarding this policy are encouraged to contact Human Resources.

EOE | Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity | DFWP | Background checks will be required prior to beginning employment.