Lounge Operations Specialist

Role overview

Responsibilities

• Monitor lounge 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 operational requirements.
• Analyze operational and commercial performance, consumption, supplier performance, and service metrics to improve efficiency and control costs.
• Monitor occupancy, product availability, equipment condition, and service capability to maintain operational readiness.
• Manage audits, mystery shopper results, feedback, KPI reporting, and continuous improvement initiatives.
• Develop and improve operating procedures and ensure approved changes are adopted by frontline operations.
• Support departments and suppliers as the operational liaison for lounge-related projects and initiatives.

Qualifications and experience

• Attested degree or honours (12+3 or equivalent).
• Degree in Hospitality Management, Business Management, Aviation Management, Customer Experience, Operations Management, or a related discipline.
• At least 5 years of experience in hospitality, airport, customer experience, lounge operations, service quality, product implementation, or a related operational environment.
• Experience supporting operational readiness, service delivery, performance management, and continuous improvement.
• Experience working with internal stakeholders and external service providers in a customer-focused environment.
• Experience implementing products, services, operational standards, or customer experience enhancements.

Knowledge and skills

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

Preferred experience

• Experience in premium hospitality, airline lounges, airport operations, or luxury customer service environments is preferred.
• Knowledge of supplier management and service quality assurance frameworks is preferred.
• Experience supporting customer experience transformation, service enhancement, or operational excellence initiatives is preferred.

Benefits

• The posting mentions a tax-free salary, travel benefits, discounted flights and hotel stays, leave and healthcare packages, transport benefits, and life insurance; no salary cadence or amount is specified.