Purpose:
The purpose of the Senior Director, Lounge Operations is to direct lounge operations within the defined service area, support the relationship between American Airlines Corporation and HMSHost, to direct resources in support of the partnership relationship, drive continuous operations improvement, and grow revenue and profitability.
Essential Functions:
• Maintains great interpersonal relationships with key American Airlines contacts and supports HMSHost’s relationship with American Airlines Executives.
• Maintains an in-depth understanding of the airline’s service standards, CBAs, and all procedures and protocols to maximize brand/labor relations; monitors and maintains all quality control records and airline service standards for assigned lounges, to include ensuring compliance with quality assurance and loss prevention policies and procedures
• Upholds operation standards policies, work policies, training programs, food, beverage and merchandise controls; ensures all American Airlines communications are distributed to field operations consistently and clearly.
• Partners with HMSHost DOs/SrDOs to ensure Lounge Operations meet all performance standards and contract requirements and are managed to meet or exceed SLA’s as set forth by the airline agreement
• Partners with HMSHost DOs/SrDOs on all employment decisions for local lounge leadership and staff.
• Lead assigned American Airlines Lounge Directors and branch operations teams to improve communication, sales and enhance execution.
• Oversees the day-to-day activities of associates and assigns responsibilities to ensure lounges are open and staffed appropriately, clean, inventory levels are appropriate, and equipment is working properly
• Ensures an exceptional level of food, service, ambience and overall customer and associate satisfaction including monitoring guest interactions to ensure proper training of all staff according to airline and HMSHost standards
• Through AA Directors of Operations, maintains effective communication and positive associate relations by ensuring all associate activities are performed in a timely and professional manner, to include hiring, training, performance reviews, progressive discipline, resolving associate relations issues, and implementing associate engagement programs
• Consistently provides direct reports and/or indirect reports with support, coaching and encouragement necessary to achieve business goals, including using existing organizational tools/programs and finding new, creative and effective methods to recognize and reinforce lounge level accomplishments
Reporting relationship and other important information
• The Senior Director, Lounge Operations position as described falls under the Fair Labor Standards act as an Exempt position
• This position typically reports to the VP National Lounge Operations.
• This position is located in an American Airlines hub airport
• The position will require travel to support the requirements of the business up to 70%.
Requirements
Minimum Qualifications, Knowledge, Skills, and Work Environment:
• Requires a deep understanding of food service operations, staff management and operational acumen typically gained through a bachelor’s degree in Business Management, Hospitality Management, or related field of study, and 10 years of experience providing exceptional food and restaurant management services with a significant hourly workforce.
• Requires extensive experience managing multi-unit, multi-location, and/or multi-concept casual/fine dining operations
• Requires demonstrated supervisory experience, including delegation of tasks, issue resolution, coaching, and motivating others
• Requires demonstrated experience managing matrixed and virtual teams across a broad geographic area/region/district
• Requires demonstrated relationship management skills necessary to secure operational commitments from management and staff peers who may not be within the direct line of the position’s reporting relationships. Requires ability to function well in a heavily matrixed organization environment
• Requires demonstrated executive presence, expert level negotiation skills, a strategic mindset, and strong business acumen
• Requires strong oral, written and interpersonal skills
Additional Information
Disclaimer
All job requirements are subject to change to reflect the evolving position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.
HMSHost is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
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