Assistant Manager - Operations

Bengaluru Airport Services Limited (BASL); Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

Bengaluru Airport Services Limited (BASL) is seeking an Assistant Manager to lead the allocated lounge during the shift, ensuring superior guest experience and revenue accountability. You will manage delivery of guest services, run operations, and supervise the shift team with a focus on quality and safety.

You will implement SOPs, handle feedback and grievances, and liaise with partners to resolve issues, while maintaining high standards of service and staff motivation throughout peak periods.

Qualifications

• Experience delivering high-end guest service in 4- or 5-star environments.
• Proven supervisory and team-management capability.
• Excellent leadership and communication skills.
• Subject-matter-expert for lounge facilities and equipment.

Responsibilities

• Oversee lounge operations during assigned shift and ensure guest experience.
• Adhere to SOPs for feedback management and grievances.
• Respond promptly to emergencies or safety incidents.
• Interact with guests to gather feedback on quality and satisfaction.
• Maintain KPI-driven quality assurance and guest satisfaction levels.
• Coordinate with departments to resolve issues and support operations.

Skills

Guest service

Team management

Leadership

Facilities knowledge

Interpersonal skills

MS Office

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Job Summary:

Leading the operations of allocated 080 lounge for the shift and responsible for the entire guest experience in the premises. The assistant manager takes up the responsibility of guest deliverables, processes for running the operation, revenue accountability and team members reporting on the shift.

Duties & Responsibilities:

• Responsible for operations of the lounge during allocated shift.
• Follow standard operating procedures for feedback management and grievance handling.
• Responds swiftly and effectively in any emergency or safety situations.
• Familiar with all programs run by the lounge for business intake, in sync with the respective partners to resolve issues if they arise.
• Stays visible and interacts with guests on a regular basis to obtain feedback on quality of product, service
• levels and overall satisfaction.
• Maintain highest standards of Quality Assurance and Guest Satisfaction in accordance with set KPIs.
• Proactive and quick to assess areas which need attention and decisive action.
• Be an active liaison between management and guest.
• Maintains a strong working relationship with all departments to support lounge operations and goals
• and to expedite the resolution of any problems that may arise.
• Ensures that regular on-going communication is happening with colleagues to create awareness of
• business objectives and communicate expectations, recognizes performance, and produces desired results.
• Takes regular rounds of areas under lounge purview and corrects issues which needs attention.
• Take initiative to identify areas for improvement and participate in continual improvement activities in service quality.
• Sets a positive example for guest relations.
• Maintains high visibility in public areas during peak times.
• Responsible for training team and syncing them with the vision of the company.
• Impartial attribute towards one and all, resolves team grievances and upholds a positive working environment.
• Motivates team to achieve a common goal and keeps them together.

Job Knowledge & Skills

• Experience in providing high end quality in guest service (4 or 5 * Hotel or similar environment)
• Proven supervisory| team management experience.
• Excellent leadership and communication skills.
• Subject matter expert for facilities in the lounge and operational knowledge of lounge equipment.
• Flexible approach and approachable for team.
• Good product and training knowledge and Interpersonal Skills.
• Financial Knowledge (Revenue, Cost, Expenses, Forecast, Budget)
• Quick thinker and reacts promptly in emergency situations or any crisis.
• Knowledge of kitchen terminology, including ingredients and methods of preparation.
• Stamina to work long hours and always wear the smile with team and guests.
• Proficiency in Microsoft Office software: Word, Excel and PowerPoint, as a minimum