Lounge Manager

Swissport International AG; Perth; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Permanent full-time position

Competitive remuneration

On-site employee parking

Career advancement opportunities

Accrual of annual and personal leave

Comprehensive training and ongoing 지원

Job summary

Swissport is seeking a Lounge Manager to lead a high-performing Aspire reception team and oversee service delivery across our lounge operations. You will drive safety, efficiency, and customer satisfaction while managing supplier relationships, contracts, and airport stakeholders.

You will own P&L responsibilities, identify revenue opportunities, and contribute to brand development through collaboration on lounge portfolio projects.

Qualifications

• Experience leading a multi-disciplinary lounge team in a fast-paced environment.

Responsibilities

• Manages all day-to-day lounge operations to ensure excellent customer experience and adherence to standards.
• Designs, plans, and reviews service sequences and standards specific to the lounge environment.
• Collaborates with suppliers and contractors to maintain or exceed lounge standards.
• Interacts with customers, addressing issues and complaints promptly to maintain high satisfaction.
• Hires, supervises, onboards, manages, coaches, and supports team members effectively.
• Determines staffing needs to align with airline schedules and service demands.
• Manages performance, provides coaching, and supports succession planning.
• Oversees financial, payroll, and administrative duties.
• Implements business resilience, project management, and brand development strategies.
• Promotes a culture of equality and zero tolerance for bullying/discrimination.
• Maintains effective communication with client representatives and airport stakeholders.
• Ensures compliance with safety, security, quality policies and SOPs.
• Manages manpower planning and timesheet processing for lounge staff.
• Manages P&L, budgets, and cost control analysis.
• Conducts meetings and reports daily, weekly, monthly.

Skills

Leadership

Customer service

Staff management

P&L management

Budgeting

Safety compliance

Job description

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.

Job Summary

The Lounge Manager is a dynamic leader capable of independently and collaboratively contributing to the success of a comprehensive customer service operation. In this prominent role, the Lounge Manager leads and motivates a team of high-performing Aspire reception staff, oversees Service Provider or Food and Beverage staff indirectly, and manages the overall operational functioning of their lounge. Ensuring adherence to Aspire Global Standards and national regulatory requirements is paramount, with a focus on safe, efficient, and cost-effective service delivery. The Lounge Manager is responsible for optimizing performance and fostering a culture of excellence in safety, efficiency, reliability, and service delivery to enhance business success and profitability. Managing supplier relationships, contractors, airport authorities, and building networks are also key responsibilities.

With full accountability for P&L and operational efficiency, the Lounge Manager drives commercial success by identifying revenue opportunities, implementing cost-saving initiatives, and actively participating in regional Aspire Brand development through collaborative engagement in lounge portfolio projects.

Your activities

• Manages all day-to-day lounge operations to ensure excellent customer experience and adherence to customer expectations.
• Designs, plans, and reviews service sequences and standards specific to the lounge environment.
• Collaborates with suppliers and contractors to maintain or exceed lounge standards.
• Interacts frequently with customers, addressing issues and complaints promptly to maintain high satisfaction levels.
• Hires, supervises, onboards, manages, coaches, and supports team members effectively.
• Determines current and future staffing needs to align with airline schedules and service demands.
• Manages individual performance, identifies development opportunities, and supports succession planning through ongoing feedback and coaching.
• Handles financial, personnel, payroll, and administrative duties accurately and timely.
• Implements business resilience, project management, brand development, change management, and innovation strategies effectively.
• Promotes a positive Aspire Culture internally and externally using sound leadership principles.
• Cultivates strong relationships with suppliers, partners, management, and airport administration.
• Identifies sales and return visit opportunities, analyzes areas for improvement, and implements strategies to drive growth.
• Ensures a safe, clean, and discrimination-free environment, meeting legal and company standards.
• Provides OH&S oversight and fosters a positive safety culture with strong safety reporting and a Just Culture.
• Leads operational efficiency through effective management of key cost areas, revenue collection, and airport performance.
• Ensures airports meet operational requirements and maintain integrity.
• Oversees contract SLAs, driving improvement initiatives as needed.
• Monitors, manages, and reports on lounge performance, identifying and addressing operational weaknesses.
• Manages equipment safety and maintenance costs effectively.
• Leads and coaches the team, fostering a positive culture and managing individual performance and issues.
• Promotes a culture of equality, fairness, transparency, and zero tolerance for bullying, discrimination, and harassment.
• Maintains effective communication and relationships with key client representatives and airport stakeholders.
• Ensures compliance with safety, security, and quality policies and SOPs, ensuring all operations meet regulatory standards.
• Manages manpower planning and ensures accurate timesheet processing for lounge staff.
• Manages profit and loss statements, participates in budget setting, and analyzes consumables, resources, and contractor performance.
• Conducts and participates in required meetings and reports on a daily, weekly, and monthly basis.
• Coordinates maintenance activities and follows procurement processes effectively.
• Proactively resolves issues to maintain customer satisfaction and utilizes cost-control measures and rostering strategies without compromising quality.

Your profile

• Technically confident in multi-client airport operations, ground handling, and customer service
• Experience in leading both direct and indirect workforces, with skills in coaching, talent development, and inspiring front-line team members, ideally in ground handling, hotel, restaurant, or airline environments
• Leadership experience in a fast-paced, safety, and compliance-focused service operation, managing diverse client needs and conducting needs gap analyses for future business readiness
• Knowledgeable in training practices, including monitoring regulatory and skills-based training compliance
• Proven ability in relationship-building to achieve collaborative outcomes
• High-level written and oral communication skills, with strong verbal reasoning and interpersonal skills
• Strong administrative, time management, and organizational skills, capable of working independently under pressure within strict timeframes, with initiative, a can-do attitude, and motivation
• Knowledge of Food Handling and Safety, First Aid, Responsible Service of Alcohol principles, Liquor Licensing guidelines, and their workplace application
• Proficient in workforce planning, including forecasting attrition, training, leave management, and operational coverage
• Able to pass necessary background checks and work in an airport environment
• Possesses strong business acumen, capable of managing P&L, budgets, financial projections, and analysis
• Competent in performing all functions for all hourly Front of House (FOH) positions
• Bonus skills in project management, menu design, and train-the-trainer capabilities

What we offer

• Permanent Full-Time position.
• Competitive remuneration.
• On-site employee parking available.
• Opportunities for career advancement.
• Accrual of annual and personal leave.
• Comprehensive training and ongoing support provided.

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at Swissport Careers to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!

Only permanent residents of Australia or New Zealand, or those who have the right to work in Australia or New Zealand may apply.