Lounge Experience & Operations Leader

Plaza Premium Lounge; Cairns Regional; On-site; AUD 80,000 - 110,000; Full time

Job summary

Plaza Premium Lounge in Cairns is seeking an experienced operations manager to lead the day-to-day lounge activities and ensure top-tier service. You will train staff, uphold safety and quality standards, and coordinate with partners to deliver a seamless guest experience.

The role requires strong leadership, budget management, and the ability to drive continuous improvement in a fast-paced airport environment. Flexible hours and a focus on guest satisfaction are essential.

Qualifications

• Minimum of 3-5 years experience in F&B, lounges or related hospitality settings.
• Excellent communication skills; second language desirable.
• Service-oriented with strong teamwork and leadership abilities.
• Ability to work under pressure with good time management.
• Experience in managing high-volume operations.
• Led teams of 30+ people.
• Strong leadership and interpersonal skills.
• Shift duties required; MS Office and inventory systems knowledge.
• Knowledge of airport operations, restricted area access rules and international traveler service protocols.
• Experience in managing multicultural teams in fast-paced, high-security environments.
• Flexible with irregular hours including weekends and public holidays.

Responsibilities

• Oversee day-to-day lounge operations, ensuring safety, security and quality service.
• Plan, organize and manage operational functions cost-effectively.
• Monitor compliance with regulatory requirements and company standards.
• Lead a motivated team to deliver consistent, high-quality guest experiences.
• Gather guest feedback and drive continual lounge improvements.
• Coordinate with airline partners, caterers and third-party providers for service integration.
• Prepare operational reports and action plans for senior management.
• Manage staff rosters to ensure adequate coverage during peak times.
• Handle VIP guest relations, service recovery and complaint resolution.
• Implement training on customer service, safety procedures and product knowledge.

Job description

Plaza Premium Lounge in Cairns is seeking an experienced operations manager to lead the day-to-day lounge activities and ensure top-tier service. You will train staff, uphold safety and quality standards, and coordinate with partners to deliver a seamless guest experience.

The role requires strong leadership, budget management, and the ability to drive continuous improvement in a fast-paced airport environment. Flexible hours and a focus on guest satisfaction are essential.