Airport Lounge General Manager: Lead Guest Experience & P&L

Hyde-Park-Hospitality; Chicago (IL); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

Medical Insurance (Health)

401K Plan with generous Company Match

Vacation and PTO

Employee Assistance Program (EAP)

Employee Discounts

Job summary

Hyde Park Hospitality operates The Club lounge at Chicago Midway Airport, seeking a General Manager to lead daily operations and guest experiences with a hands-on approach. You will mentor team leaders, oversee service standards, and collaborate with Airport Dimensions and partners to ensure safety, quality, and profitability.

The role requires 5+ years in hospitality, strong communication, strategic thinking, and a passion for elevating guest satisfaction in a fast-paced airport setting.

Qualifications

• Five+ years leadership in hospitality operations.
• Experience managing airport lounge operations.
• Bachelor’s degree related to business or hospitality, or equivalent experience.
• Ability to lead diverse teams and manage guest relations.

Responsibilities

• Provides ongoing collaborative hands-on leadership for all aspects of the lounge including unionized team members, third party partnerships, client relationships, and ownership
• Full ownership of all guest requests, service failures, and remedies. Consistently deliver exceptional guest experiences to guests
• Maintains excellent relationships with guests and clients as well as other departments
• Responding and resolving all guest complaints, ratings, and reviews within the time frames that Airport Dimensions has specified
• Oversees scheduling, payroll, and team training
• Ensure full compliance to lounge operating controls, SOP’s, policies, training programs, including all required certifications, procedures, and service standards
• Manage on-going profitability of the lounge, ensuring cost effectiveness and guest satisfaction targets are exceeded
• Initiate and develop improvement actions plans and carry out costs savings
• Achieve company and client financial targets and goals
• Uphold and elevate high standards regarding health, safety, and cleanliness
• Ensure Hyde Park Hospitality standards are met including compliance with company food and safety programs
• Report and track maintenance issues within the lounge
• Closely monitor lounge reports daily and make decisions accordingly. Prepare monthly reporting for ownership and other stakeholders
• Ensure all decisions are made in the best interest of the lounge and partnerships.
• Senior most person assigned to the location
• Establishes a safe work environment for employees by performing safety audits and inspections, conducting safety‑related training, and maintaining on‑going communications with employees
• Comply and ensure your team follows all TSA and local airport authority regulations
• Maintain all required employee records including all employee discipline records to comply with Hyde Park Hospitality progressive discipline standards
• Other duties as assigned

Skills

Hospitality leadership

Guest experience

Communication

Team building

Conflict management

Strategic thinking

Developing others

Education

Bachelor's degree in business or hospitality

Job description

Hyde Park Hospitality operates The Club lounge at Chicago Midway Airport, seeking a General Manager to lead daily operations and guest experiences with a hands-on approach. You will mentor team leaders, oversee service standards, and collaborate with Airport Dimensions and partners to ensure safety, quality, and profitability.

The role requires 5+ years in hospitality, strong communication, strategic thinking, and a passion for elevating guest satisfaction in a fast-paced airport setting.