Lounge Manager (Cairns Airport)

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

Overall responsible for the operations and management of the day-to-day activities of the lounge/s. Ensure team members are trained competently and have the tools and equipment needed to carry out their job functions effectively. Ensure the highest standards of safety / security and quality service in accordance with the Company’s policy, local civil aviation, government legislation and international standards.

JOB RESPONSIBILITIES

To be responsible for the proper running of the lounges of the Company.

To plan, organize and manage operational functions in an effective and economical manner.

To monitor systems implemented and ensure the regulatory requirements are adhered.

To ensure smooth, efficient, profitable operations and guests are consistently provided with the highest quality service through an inspired team.

To constantly seek guest feedback and opportunities to develop the lounge product in keeping with the continuous improvement framework.

To evaluate the lounge product and services to initiate corrective action where required or to identify new opportunities for enhancing the guests lounge experience.

To identify opportunities for co-marketing and PR leverage.

To provide leadership to staff.

To cooperate and work in a team for development, implementation, maintenance and improvement of the quality management system.

To take initiative to identify areas for improvement and participate in continual improvement activities.

To undertake other jobs assigned by supervisors from time to time.

Develop and manage the lounge budget, including payroll, operational expenses, and cost-control measures to maintain profitability.

Oversee procurement, inventory, and stock control for food, beverages, amenities, and equipment, ensuring availability and minimizing wastage.

Ensure all operational, safety, and hygiene practices comply with local civil aviation authority regulations, government legislation, HACCP, and company standards.

Liaise with airline partners, caterers, and third-party service providers to maintain seamless service integration.

Conduct regular inspections of the lounge facilities to ensure cleanliness, maintenance, and readiness for service.

Prepare and present operational reports, guest feedback summaries, incident logs, and improvement action plans to senior management.

Monitor staff scheduling and roster compliance, ensuring adequate coverage during peak and off-peak hours.

Handle VIP guest relations, service recovery, and resolution of complaints with professionalism.

Implement training programs for customer service, safety procedures, and product knowledge to support career progression and service excellence.

Ensure compliance with security protocols for restricted areas and staff identification (ASIC/VIC card management in Australian airport context).

JOB REQUIREMENTS

Minimum of 3-5 years experience in F&B industry, including but not limited to restaurants, lounges, fast food outlets

Good communication skills and with second language is highly desirable.

Service-oriented and a good team player

Able to work under pressure with excellent time management

Experience in Managing high Volume Operations

Has managed a team of 30+ people

Strong leadership, communication and interpersonal skills

Shift duty is required

Proficiency in MS Office and point-of-sale/inventory management systems.

Knowledge of airport operations, restricted area access rules, and customer service protocols for international travelers.

Experience in managing multicultural teams and working in fast-paced, high-security environments.

Flexibility to work irregular hours, weekends, and public holidays.

Strong business acumen with ability to analyze financial data and operational KPIs.