Assistant Manager - Aspire Executive Lounges - Liverpool Airport

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Overview

Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?

If you have a passion for delivering world class guest experience, leading hospitality teams and enjoy meeting new faces every day, then this is the role for you.

We are Aspire Executive Lounges. With more than 35 years of ward winning hospitality experience, we are Europe's largest brand of executive lounges and serve over 5 million customers worldwide within 80 lounges, that's over 14,000 guests per day.

We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of 'the perfect start'.

We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Executive Lounge offering to meet our ambition of being the Best Lounge provider globally.

Job Summary:

The Executive Lounge Assistant Manager reports to and supports the General Manager in overseeing the daily operations of the executive lounge, ensuring a high standard of service and guest satisfaction. This role involves assisting with staff management, guest relations, operational tasks, and revenue generation initiatives alongside representing the General Manager as and when required

Responsibilities

Key Responsibilities:

1. Safety:

• Conduct audits and inspections promoting safe observations and acting on near misses.
• Build a just safety culture upon our safety commitments to minimise LTI's.
• Monitor adherence to Hygiene, COSHH and Fire regulations ensuring all HIRA's and SOP's are kept up to date.

2. Support Management:

• Assist with the recruitment, engagement, and supervision of the best hospitality talent, positively affecting attrition.
• Schedule staff shifts, allocate duties, and monitor performance to ensure efficient operation and adherence to service standards.
• Provide coaching and feedback to staff to foster a positive work environment and continuous improvement.
• Act as liaison between management and team, conveying directives, providing guidance, and addressing concerns.

3. Guest Experience:

• Ensure the highest level of guest satisfaction (NPS) by maintaining cleanliness, ambiance, and service standards in the lounge.
• Handle guest enquiries, requests, and feedback in a professional and timely manner, striving to exceed expectations and enhance guest satisfaction.

4. Operational Support:

• Assist with inventory management tasks, such as monitoring stock levels, ordering supplies, and conducting regular stocktakes to ensure adequate inventory levels.
• Help maintain cleanliness, organization, and ambiance in the lounge by overseeing housekeeping and maintenance activities as needed.
• Support the implementation of new policies, procedures, and service standards, providing guidance and reinforcement to staff as needed.
• Adhoc reasonable requests by local leadership team.

5. Revenue Control:

• Identify opportunities to increase revenue through upselling, cross-selling, and promotional activities.
• Analyse financial performance metrics and trends to identify areas for improvement and inform decision-making.
• Provide administrative support with financial and system reconciliations to maintain accurate records and ensure leakage is minimised and billing is maximised.

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Qualifications

Qualifications:

• Diploma or Degree in hospitality management, business administration, or a related field or Proven experience in a supervisory or assistant managerial role within the hospitality industry, preferably in a premium lounge, hotel or upscale restaurant setting.
• Strong communication, interpersonal and supervisory skills.
• Ability to multitask, prioritise tasks, and work effectively under pressure in a fast-paced environment.
• Proficiency in computer applications and systems, such as Microsoft Office suite.
• Knowledge of industry best practices, service standards, and safety regulations.
• Ability to travel, as required, within the region to other lounge locations.

Benefits:

• L5 Operations Hospitality Manager diploma training following successful 6 months' probation
• Free parking whilst at work.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Free meals and soft drinks during shifts.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme.
• Discounted retail - Varies by Airport Outlet.
• Discounted access to Aspire lounge network for family and friends.