Zonal / Area Operations Manager – CLUSTER 2
Role Overview
The Zonal / Area Operations Manager oversees multi-site lounge operations across 5 assigned airport cities within Cluster 2: Abha, Qassim, Taif, Tabuk and Arar.
The role covers 35 outlets across 22 regional and international airports in KSA and is based in a regional hub city.
The role drives daily operations, pre-openings, commercial performance, guest satisfaction, team management, and stakeholder relations.
Key Skills for This Role
Full Job Posting
Job Overview
The Zonal / Area Operations Manager oversees multi-site lounge operations across 5 assigned airport cities within Cluster 2: Abha, Qassim, Taif, Tabuk and Arar.
The role covers 35 outlets across 22 regional and international airports in KSA and is based in a regional hub city.
The role drives daily operations, pre-openings, commercial performance, guest satisfaction, team management, and stakeholder relations.
Operational Excellence & Pre-Openings
- Direct daily lounge operations across 5 cities, enforcing PPG brand standards, service SOPs, and hygiene standards.
- Conduct regular operational audits and quality checks across all assigned outlets.
- Lead operational mobilization and pre-opening setups for new lounge locations per the Cluster 2 launch plan.
Financial & Commercial Management
- Manage P&L performance across assigned locations, driving revenue targets and cost controls (Labor, F&B, EBITDA).
- Identify local commercial growth opportunities (walk-in conversions, airline partnerships, pass programs).
- Oversee supply chain, inventory par levels, and waste management.
Stakeholder & Compliance Leadership
- Serve as PPG's primary operational liaison to Airport Authorities, airlines, and government agencies.
- Maintain 100% compliance with HACCP, QSHE, local municipal laws, and safety regulations.
- Supervise third-party vendors (cleaning, maintenance, security) to ensure SLA compliance.
Guest Experience & Team Development
- Champion guest satisfaction (NPS/CSAT) and handle escalated feedback promptly.
- Recruit, train, and retain talent across locations, supporting PPG's Saudization goals.
- Conduct staff appraisals, performance management, and roster optimization.
Key Performance Indicators
Financial: Zonal EBITDA achievement, revenue targets, F&B and labor cost variance.
Quality & Audits: Brand audit scores (≥ 90%), HACCP/hygiene compliance.
Customer Service: Guest satisfaction (NPS/CSAT) and SLA resolution rates.
People: Staff retention rate and Saudization targets.
Job Requirements
- Bachelor's Degree in Hospitality Management, Business Administration, or related field.
- 6+ years in hospitality/F&B/airport operations management.
- 3+ years in multi-unit / regional operational oversight.
- Experience with lounge operations or new site pre-openings in KSA/GCC preferred.
- Multi-site team leadership and P&L accountability.
- Strong negotiation and airport stakeholder management skills.
- Ability to travel between the assigned cities.
- Fluency in English and Arabic (written & spoken) is required.
About Plaza Premium Group
Plaza Premium Group is a global airport hospitality company with services and facilities in over 200 locations in more than 60 international airports.
Established in Hong Kong in 1998, PPG operates airport lounges, terminal hotels, meet & greet services, and airport dining concepts.
PPG provides airport hospitality solutions to airlines, alliances, and corporates such as Cathay Pacific, Singapore Airlines, and Lufthansa.
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