Director of Operations, Airport Lounges

Director of Operations, Airport Lounges

The Director of Operations, Airport Lounges will direct resources to support the partnership with Airport Dimensions and JP Morgan Chase. This role focuses on driving continuous improvement, adhering to contractual obligations, and maintaining best-in-class hospitality and customer service standards within the Chase Sapphire Airport Lounges.

Job Responsibilities

• Maintain strong interpersonal relationships with lounge management and staff, key airport contacts, and support Hyde Park Hospitality’s relationships with Airport Dimensions and JP Morgan Chase executives.
• Responsible for developing and executing the JP Morgan Chase vision and brand strategy.
• Oversee Regional Managers to ensure deliverables are produced in a timely and cost-effective manner.
• Advise managers on labor issues including safety, security, employee relations, scheduling, training, and grievances. Ensure managers and supervisors comply with company policies and administer practices fairly.
• Stay current on information and technology affecting functional areas to increase innovation and ensure compliance.
• Ensure an exceptional level of food, service, ambiance, and overall customer and employee satisfaction, including monitoring guest interactions for proper staff training according to airline and Hyde Park Hospitality standards.
• Uphold operations standards policies, work policies, training programs, and hospitality standards.
• Monitor and direct all aspects of the guest experience with a focus on customer service and hospitality. Work with all partners to ensure all lounge guests receive the highest level of service.
• Ensure lounge operations meet all performance standards and contract requirements, managing the team to meet or exceed SLAs set forth by the agreement with Airport Dimensions.
• Resolve contract, company, or client violations promptly through troubleshooting, development of work objectives, and action plans with relevant partners.
• Partner with the Senior Director of Airport Operations to ensure all JP Morgan Chase, Airport Dimensions, and Hyde Park Hospitality communications are distributed consistently and clearly.
• Facilitate the communication of top-line performance information between Airport Dimensions and Hyde Park Hospitality through quarterly business reviews.
• Manage budgets effectively and control expenses.
• Ensure deliverables are made according to needs, specifications, and quality standards.
• Maintain an in-depth understanding of the client’s hospitality standards, CBA’s, and all procedures and protocols to maximize brand/labor relations.
• Consistently provide direct and/or indirect reports with support, coaching, and encouragement to achieve business goals, using organizational tools/programs and finding creative methods to recognize lounge level accomplishments.
• Other duties as assigned.

Qualifications and Experience

• Bachelor’s degree in hospitality or business management or a related major, or equivalent combination of experience and education is required.
• Requires at least 7 years of industry experience.
• Requires at least 5 years of experience managing multiple locations in the restaurant or hospitality sectors.
• Requires demonstrated experience managing teams across a broad geographic area.
• Requires demonstrated relationship management skills.
• Requires demonstrated leadership presence, expert-level negotiation skills, and strong business acumen.
• Requires the ability to travel at least 50% of the time.
• Fine dining or premium hotel experience preferred.

Benefits

• Highly Competitive Salary
• Medical Insurance (Health, Dental, Vision)
• Disability Insurance
• Vacation and PTO
• 401K Plan with generous Company Matching
• Employee Assistance Program (EAP)
• Employee Corporate Discounts for nationally recognized products and services (childcare, electronics, entertainment, hotels, home, groceries, restaurants, auto, travel, and pets)

Key skills/competency

• Operations Management
• Hospitality Standards
• Client Relationship Management
• Budget Management
• Team Leadership
• Contract Compliance
• Customer Service Excellence
• Strategic Vision
• Negotiation Skills
• Brand Strategy