Operations Manager

SATS Ltd.; Singapore; On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks an Operations Supervisor to oversee the daily operations of a premier lounge at a major airport. This role involves ensuring high service standards, managing staff, and optimizing operational efficiency. The ideal candidate will have a strong customer service orientation and experience in the service sector, with a focus on compliance and quality assurance. If you thrive in a fast-paced environment and are passionate about delivering exceptional experiences, this opportunity is perfect for you.

Qualifications

• Diploma with 5 years or Degree with 3 years of relevant experience.
• Supervisory experience in the service sector is preferred.

Responsibilities

• Oversee daily lounge services ensuring service excellence.
• Manage audits and implement corrective improvement plans.
• Enhance guest experience by anticipating needs.

Skills

Customer Service Orientation

Communication Skills

Operational Management

Microsoft Office Proficiency

Education

Diploma

Degree

Job description

You will oversee the day-to-day operations of the Lounge at Changi Airport, ensuring high-quality service standards and the smooth, efficient running of all activities

Your Responsibilities Include:

• Oversee the daily delivery of lounge services to airlines and passengers, ensuring service excellence and adherence to quality standards

• Ensure all staff are fully competent and consistently follow the company’s Standard Operating Procedures (SOPs) to prevent revenue leakage across all systems, portals, and machines.

• Conduct investigations and follow up promptly on complaints, service mishandlings, and operational lapses

• Manage and execute all scheduled and unscheduled audits by airlines and external parties; analyze findings and implement corrective improvement plans

• Ensure strict compliance with SOPs and security directives by all staff and propose enhancements where necessary

• Review and optimize staff rosters regularly to ensure efficient deployment of manpower and resources

• Conduct regular staff briefings and engagement sessions on key operational KPIs, grooming standards, customer service excellence, and emerging operational issues

• Lead the planning and execution of the Lounge’s yearlong Calendar of Events

• Enhance the guest experience by ensuring that all guests are proactively attended to and their needs are anticipated and met

• Ensure the smooth and seamless running of daily Lounge operations.

• Oversee inventory management, ensuring accurate records and documentation are maintained for audit and compliance purposes

• Ensure that all required licenses for lounge operations are current and renewed promptly.

• Take charge of preparing and maintaining service reports, ensuring timely submission and up-to-date record-keeping

Requirements:

• Diploma with at least 5 years of relevant experience, or Degree with at least 3 years of relevant experience

• Supervisory experience in the service sector is preferred

• Proficient in Microsoft Office applications

• Strong customer service orientation with excellent communication and interpersonal skills

• Ability to organize, plan, and manage operations efficiently