Lounge Operations Manager - (NE)

Job Description

Purposeof the Role

Ensure the efficient, high-standard operation of the lounge and deliver an exceptional guest experience through effective team management, compliance with operational procedures, and alignment with the company’s values and policies.

General Job Description

Oversee the lounge operations in the different provinces of Peru ensuring compliance with quality, presentation, safety, hospitality, and service standards across all operational areas.

Lead and manage the different teams, fostering a positive work environment, organizing shifts, validating attendance and punctuality, conducting follow-up meetings, and providing continuous feedback.

Manage operational and financial performance by preparing reports, controlling budgets, costs, and waste, and ensuring achievement of KPIs and efficiency indicators.

Drive continuous improvement and the passenger experience by proposing adjustments to service flows, managing special events, monitoring guest perceptions, and implementing action plans in response to findings.

Oversee inventories, evaluate suppliers, coordinate with internal and external areas, and represent the company before airport authorities and service-related entities.

Position Requirements

Education: University degree in Hotel Management, Business Administration, or a related field.

Languages: Advanced, fluent English.

Experience: At least five years leading teams in hospitality, VIP lounges, hotels, airports, or restaurants.

Availability: Permanent availability due to the position being classified as a management role excluded from the statutory maximum working hours. The position requires deployment to the different regions of Peru where AD has operations in a regular basis.

Competencies and Skills

· Leadership and effective management of operational teams.

· Business acumen and results orientation.

· Ability to establish priorities and manage resources.

· Cost management, inventory control, and a focus on operational profitability.

· Up-to-date knowledge of the market and sector regulations.

· Knowledge of airport services, products, and procedures.

· Effective communication, empathy, and conflict resolution.

· Creativity, sense of urgency, and attention to detail.

· Schedule flexibility to supervise rotating shifts in a 24/7 operation.

Key Responsibilities

1. Operational Supervision and Service Control

· Oversee the different AD operations around the regions of Peru (out of Lima) ensuring compliance with quality, hospitality, and service standards.

· Ensure the proper daily operation of all areas.

· Ensure compliance with Standard Operating Procedures (SOPs) and safety, quality, and food safety standards.

· Ensure the availability, presentation, and timely replenishment of the products and services offered.

· Evaluate and oversee the performance of suppliers and third parties providing services in the lounge.

· Safeguard the lounge’s image, orderliness, cleanliness, and visual identity compliance.

· Conduct unannounced visits at any time to verify the operation, confirm team alignment, and ensure that all shifts comply with established rules.

2. People Management, Leadership, Workplace Climate, and Occupational Health and Safety

· Conduct daily briefing and debriefing meetings with the team, communicating objectives, identifying deviations, and reinforcing good practices.

· Motivate the team to achieve operational goals by promoting a culture of hospitality, collaboration, and high performance.

· Conduct and document performance evaluations jointly with Human Resources.

· Provide continuous feedback to improve individual and team performance.

· Participate in defining and monitoring the team training plan.

· Prepare team shift schedules, ensuring 24/7 operational continuity.

· Verify staff attendance, punctuality, and presentation on each shift together with the Team Leaders.

· Promote and maintain a positive workplace climate within the team.

· Apply progressive disciplinary measures, as applicable, in accordance with internal regulations.

· Fulfill the responsibilities established under the Internal Occupational Health and Safety Regulations (RISST), including ensuring the reporting of accidents and incidents occurring in the relevant areas and maintaining appropriate workplace health and safety conditions.

3. Continuous Improvement and Guest Experience

· Design and implement improvements to internal processes, service flows, and the passenger experience.

· Address findings from internal or external audits through corrective and preventive action plans.

· Coordinate special events, inspections, or institutional visits.

· Collect guest feedback and drive actions that strengthen guest satisfaction and loyalty.

4. Reporting, Indicators, and Information Management

· Prepare operational reports and management reports, including analysis of key performance indicators (KPIs), to ensure operational efficiency.

· Present findings, progress updates, and alerts to Management to support decision-making.

· Consolidate operational and personnel information for presentations, reviews, or audits.

· Manage suppliers by following up on timely invoice submission, invoice review and validation, and accounts payable processes.

· Manage monthly cost and expense budgets, as well as proper waste control, monitoring deviations and taking timely corrective action to safeguard business profitability. Key Responsibilities, continued

5. External and Institutional Coordination

· Represent the company before airport authorities and maintain appropriate institutional relationships.

· Coordinate continuously with internal areas, including Human Resources, Quality, Maintenance, and Procurement, to ensure uninterrupted operations.

6. Logistics and Inventory

· Oversee the completion of periodic physical inventories in coordination with the team.

· Manage requirements and coordinate necessary replenishment with Procurement.

7. Maintenance

· Record and follow up on any damage to or malfunction of lounge assets and infrastructure.

· Ensure execution of the annual maintenance plan.

· Manage corrective maintenance through the vendors.

· Ensure compliance with the pest control plan.

· Safeguard Airport Dimensions’ lounge assets and infrastructure.

8. Additional Duties

· Perform any other duties and/or responsibilities assigned by the Country Manager in line with the lounge’s operational and strategic needs.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.