Lounge Manager

Swissport; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

On-site parking

Career advancement

Comprehensive training and ongoing支持

Leave accrual

Job summary

Swissport is recruiting for a Lounge Manager to lead Aspire Lounge at Sydney International Airport. You will manage a team of front-of-house staff, oversee service quality and ensure adherence to Aspire standards and regulatory requirements.

You will drive operational efficiency, oversee P&L, negotiate with suppliers, and push initiatives to enhance safety, reliability and guest satisfaction while maintaining cost effectiveness.

Qualifications

• Proven leadership of teams in fast paced hospitality or airline environments.
• Strong customer service mindset with focus on exceptional guest experiences.
• Excellent communication and interpersonal skills to manage diverse stakeholders.
• Ability to coach, develop and deliver performance feedback.

Responsibilities

• Oversee day-to-day lounge operations to deliver exceptional guest experience.
• Design and review service sequences and standards for the lounge.
• Collaborate with suppliers and contractors to maintain lounge standards.
• Address guest issues promptly to sustain high satisfaction.
• Hire, onboard, supervise and coach lounge staff.
• Forecast staffing to align with airline schedules and service demands.
• Manage performance, development and succession planning.
• Oversee budget, payroll and administrative duties.

Skills

Leadership

Customer Service

Communication

People Skills

Job description

As part of airport ground services, Swissport manages over 80 airport lounges across 22 countries globally under its hospitality brand, Aspire Lounges. Aspire welcomes guests irrespective of airline or class of travel and offers amenities that ensure every visit is rewarding.

Due to an internal move, we are seeking a talented, driven, customer experience–focused leader with a strong passion for delivering exceptional results to manage our lounge operations at Aspire Lounge, Sydney International Airport.

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.

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