Purpose

The Senior Lounge Manager is accountable for the strategic leadership, operational management, and continuous enhancement of premium airport lounge operations. This role is responsible for ensuring the consistent delivery of exceptional guest experiences, while maintaining the highest standards of service excellence, food and beverage quality, operational efficiency, regulatory compliance, and financial performance.

The incumbent will oversee all aspects of lounge operations, including customer service, resource planning, budget management, quality assurance, health and safety compliance, and workforce leadership. Working closely with airline customers, catering and culinary teams, facilities management, and external service partners, the Senior Lounge Manager will drive service innovation, operational excellence, and customer satisfaction, ensuring all lounge facilities consistently meet or exceed contractual requirements, brand standards, and business objectives.

Key Responsibilities

Operational Leadership

• Lead all day-to-day lounge operations, ensuring seamless service delivery and exceptional guest experiences.
• Establish and maintain premium hospitality standards across all lounges.
• Drive operational efficiency, service consistency, and continuous improvement initiatives.
• Ensure lounge readiness, cleanliness, maintenance, and presentation standards are maintained at all times.
• Develop and implement contingency plans for operational disruptions and irregular operations.

Customer Experience

• Champion a customer-first culture and continuously improve guest satisfaction.
• Monitor customer feedback, service recovery actions, and lounge performance metrics.
• Engage directly with airline customers and key stakeholders to understand expectations and address concerns.
• Identify opportunities to enhance lounge products, services, and amenities.

Food & Beverage Excellence

• Work closely with culinary and catering teams to develop and execute premium food and beverage offerings.
• Ensure menu quality, presentation standards, product consistency, and food safety compliance.
• Drive innovation and continuously benchmark lounge offerings against leading international premium lounges.

Financial Management

• Manage lounge operating budgets and expenditure within approved targets.
• Identify cost optimization opportunities without compromising service quality.
• Monitor labour productivity, food costs, wastage, and operational efficiency metrics.
• Prepare business cases and proposals for lounge enhancements and capital investments.

People Leadership

• Lead, coach, and develop a high-performing team of managers, supervisors, and frontline employees.
• Drive employee engagement, performance management, succession planning, and talent development.
• Foster a culture of accountability, professionalism, and continuous improvement.
• Ensure adequate manpower planning and resource allocation to meet operational requirements.

Stakeholder Management

• Build strong working relationships with airline customers, airport authorities, catering operations, and service providers.
• Represent lounge operations in customer meetings, audits, operational reviews, and strategic discussions.
• Collaborate with commercial teams to support customer retention and business growth.

Compliance, Safety & Quality

• Ensure compliance with all regulatory, safety, security, food safety, and company requirements.
• Lead quality audits and corrective action programs.
• Drive a culture of safety, operational discipline, and risk management.
• Ensure all incidents, complaints, and non-conformities are investigated and resolved promptly.

Requirements

• Bachelor Degree in Hospitality Management, Business Administration, Hotel Management, Operations Management, or related discipline.
• Minimum 10 years' experience in hospitality, premium lounge, airline catering, hotel, or customer service operations.
• Minimum 5 years in a senior management leadership role.
• Proven leadership experience managing large multicultural teams.
• Experience working with premium customers, luxury hospitality brands, airlines, or airport operations is highly desirable.

Cathay Dining is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. For more details regarding data privacy, you may refer to the Applicant Privacy Policy under our official web site. Candidates not notified within six weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months.

Requisition ID: 959