Job description

Summary: The purpose of the Director, Lounge Operations is to oversee all the daily functions of multiple lounges, 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 Senior Director/Director of Operations with a dotted line to the Senior Director of National Lounge Operations.

Essential Functions:  Oversees the day to day activities of associates and assigns responsibilities to ensure lounges are open and staffed appropriately, clean, inventory levels are appropriate and equipment is working properly  Ensures an exceptional level of food, service, ambience 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  Manages the operational results of the lounges and sets strategies to maximize profits and associate satisfaction  Supports and enhances working relationships with airline and the community  Monitors and maintains all quality control records and airline service standards for assigned lounges, 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 lounges

Minimum Qualifications, Knowledge, Skills, and Work Environment:

 Requires a High School diploma or general education development (GED) diploma; college degree in hospitality, restaurant management preferred  Requires 5 or more years of experience in high volume and/or multi-unit airline lounge operations, Food and Beverage operations or other related management experience  Requires demonstrated experience understanding and using internal management and financial reports.  Possesses a proven background in maintaining strong cost control and quality standards  Demonstrates the ability to improve customer and associate satisfaction  Demonstrates strong leadership, personnel management and interpersonal skills  Demonstrates team management, delegation, issue resolution, coaching skills and ability to motivate others and act as a change agent  Demonstrates organization and multiple priorities time/issue management  Requires the ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with individuals

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

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Experience level:

• 5 years

Restaurant type:

• Casual dining restaurant
• Fast casual restaurant
• Fine dining restaurant

Shift:

• Day shift
• Evening shift
• Night shift

Weekly day range:

• Every weekend
• Monday to Friday
• Weekend availability

Application Question(s):

• Are you able to work any shift?
• Have you previously worked for HMSHost?

Experience:

• management: 3 years (Required)
• Food & Beverage: 4 years (Required)

Work Location: One location

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