Lounge Operations Specialist

Role overview

Responsibilities

• Monitor service standards, food and beverage quality, product presentation, and customer experience using audits, feedback, and operational data.
• Lead implementation of lounge products, services, and enhancements within agreed timelines, budgets, and operating requirements.
• Analyze operational and commercial performance, supplier performance, and service delivery metrics to identify efficiency and cost-control opportunities.
• Monitor occupancy, product availability, equipment condition, and service capability to maintain network readiness.
• Manage audits, mystery shopper results, customer feedback, KPI reporting, and continuous improvement initiatives.
• Develop and improve operating procedures and ensure approved changes are embedded in frontline operations.
• Support internal departments and external suppliers, and act as operational liaison for lounge projects.

Qualifications and experience

• Attested degree or honours qualification (12+3 or equivalent) in Hospitality Management, Business Management, Aviation Management, Customer Experience, Operations Management, or a related discipline.
• At least five years of relevant experience in hospitality or airport operations, customer experience, lounge operations, service quality, product implementation, or a related operational environment.
• Experience supporting operational readiness, service delivery, performance management, continuous improvement, and product or service implementation.
• Experience working with internal stakeholders and external service providers in a customer-focused environment.

Knowledge and skills

• Knowledge of lounge operations, hospitality standards, premium customer experience, quality management, operational performance measurement, and continuous improvement.
• Knowledge of product implementation, operational readiness, service delivery, commercial performance, cost management, and supplier performance monitoring.
• Strong analytical, problem-solving, stakeholder management, influencing, project coordination, communication, and presentation skills.

Preferred experience

• Premium hospitality, airline lounge, airport operations, or luxury customer service experience is preferred.
• Supplier management, service quality assurance, customer experience transformation, service enhancement, or operational excellence experience is preferred.

Salary and benefits

• The posting describes an attractive tax-free salary and travel, leave, healthcare, transport, and life insurance benefits but provides no salary amount or pay cadence.