Senior Operations Manager / General Manager

Plaza Premium Group; Newark (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Plaza Premium Group is seeking a Senior Operations Manager / General Manager for a newly built Newark airport lounge. The role guides pre-opening activities through opening, hires and trains staff, and ensures exceptional service and cost control.

You will lead operations, IT setup, and vendor coordination to deliver a world-class guest experience. Responsibilities include coordinating HR recruitment, implementing training, maintaining quality standards, and managing budgets with a focus on

Qualifications

• Minimum 8 years’ experience in hospitality: hotel, resort, private club, or airport lounge.
• General Management over F&B role for at least 5 years.
• Experience in a high-end, luxury hospitality or airport lounge environment is a strong advantage.
• Able to travel (<10%).
• Proven leadership and ability to motivate staff.
• Strong written and verbal communication skills.
• Proficiency with IT tools and systems (POS, inventory, Word, Excel, PowerPoint, SharePoint, Teams).

Responsibilities

• Oversee operations and management of a newly built airport lounge from pre-opening to opening day.
• Coordinate recruitment and onboarding of lounge operational teams with HR.
• Ensure quality customer service, adherence to policies, and cost efficiency.
• Manage IT system setup with Global/Regional IT and support procurement.
• Lead staff development, performance reviews, and training programs.
• Drive revenue and budget adherence, monitor SLA, and resolve issues within 24 hours.
• Liaise with sales on lounge access and revenue matters; explore expansion opportunities.

Skills

Hospitality experience

General management

F&B leadership

Luxury hospitality

Travel willingness

Leadership

Communication skills

IT tools (POS/Office)

Tools

POS systems

Inventory software

Word

Excel

PowerPoint

SharePoint

Microsoft Teams

Job description

Senior Operations Manager / General Manager - (Airport Lounge / Restaurant)

Newark Airport

Plaza Premium Group

Plaza Premium Group is the global leader in airport lounges and hospitality! With over 25 years of experience, we are redefining travel by creating seamless, world-class airport experiences in over 350 locations worldwide. From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travelers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board!

Overall responsible for the operations and management of the day-to-day activities of a NEWLY BUILT airport lounge. The job starts prior to construction of this newly developed project and takes it through to completion, pre-opening, hiring and training, and Opening Day.

The work includes using established corporate policies and procedures to achieve customer satisfaction, company standards of quality and safety, through quality customer service, communication and general problem solving, as well as coordinating administrative and operational activities of assigned team members. In addition, the GM performs a full range of knowledge concierge and customer service duties in support of company and customer operations. The General Manager has proficient knowledge of all operational policies and procedures and of all positions and owns the cost efficiency for the Lounge.

Lounge Operations

• Work closely with the pre-opening task force and finalize the pre-opening plans from a lounge operational point of view (project management).
• Support the HR teams to initiate recruitment of all new lounge operational teams.
• Coordinate with HR Learning & Development on lounge trainee staff orientation, onboarding, and training and orientation.
• Work closely with Procurement and be the local support in the sourcing of operating equipment and service providers.
• Coordinate with Global / Regional IT in the setup of IT systems.
• As General Manager, responsible for the overall lounge operations and customer experience.
• Achieve set SLA’s by prioritizing, organizing, and completing objectives/projects on the deadlines established.
• Swift reaction to customer complaints and queries and provide timely responses with in 24 hours. Root cause analysis for recurring complaints as well as corrective and preventive actions to all complaints.
• Have weekly Operations meetings and provide operational updates. Provide solutions to operational challenges.
• Taking corrective and preventive action on operational challenges faced in the lounge.
• Ensure proper staffing for maximum productivity and profitability.
• Liaising with sales teams on all lounge access and revenue matters.
• Ensuring the lounge runs financially positively and in line with budgets.
• Procurement – ensure all products are procured and supplied. All par levels are to be maintained efficiently.
• Explore opportunities within the airport for new lounges or other businesses that we can acquire.

Quality Standard & Brand Attributes

• Delight the customer with every single interaction and require the same from the entire front-line team to create a positive experience for all guests.
• Ensure the service standards are maintained as per Operational Manuals as well as Corporate Policies & Procedures.
• Perform e-LSQ in order to maintain regular internal audits of the lounge and of service.

Innovation and Technology

• Coordinate with IT team to orientate new products and service implementation.
• Creating innovative and technologically enhanced methods of increasing productivity and service improvements

People

• Provide performance reviews on his/her team members.
• Ensure lounge staff team members are trained competently and have the tools, resources and equipment needed to carry out their job functions effectively.
• Have Development plans per leader on the management team.
• Design metrics, routines, and supporting tools to drive desired Culture, engagement, quality, sanitation, safety, security, and productivity standards in the team.

Quality Standard & Brand Attributes

• Delight the customer with every single interaction and require the same from the entire front-line team to create a positive experience for all guests.
• Ensure the service standards are maintained as per Operational Manuals as well as Corporate Policies & Procedures.
• Perform e-LSQ in order to maintain regular internal audits of the lounge and of service.

Innovation and Technology

• Coordinate with IT team to orientate new products and service implementation.
• Creating innovative and technologically enhanced methods of increasing productivity and service improvements

People

• Provide performance reviews on his/her team members.
• Ensure lounge staff team members are trained competently and have the tools, resources and equipment needed to carry out their job functions effectively.
• Have Development plans per leader on the management team.
• Design metrics, routines, and supporting tools to drive desired Culture, engagement, quality, sanitation, safety, security, and productivity standards in the team.

Requirements:

• Minimum 8 years’ experience in hospitality: hotel, resort, private club, or airport lounge.
• General Management over F&B role for at least 5 years.
• Experience in a high-end, luxury hospitality or airport lounge environment is a strong advantage.
• Able to work under pressure with excellent time management.
• Independent, capable in handling diversity in a multicultural organization
• Willing to travel (<10%)
• Project management skills, organizational skills, and strong time management skills
• Strong written and verbal communication skills
• Demonstrated knowledge in budget and forecast planning.
• Leadership skills and the ability to motivate staff.
• Proficiency with IT tools and systems. Can troubleshoot at basic user level (POS systems, Inventory software, Word, Excel, PowerPoint, SharePoint, Microsoft Teams).
• Full Time – schedules are often irregular and may include some long days, nights, weekends, and holidays.