Job Description

About the Company Hello! Welcome to Plaza Premium Group, we\'re people passionate about \'Making Travel Better\'. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don\'t need to be from this industry, you do need to be passionate. Our promise to you: We will respect and value your background and perspectives We will work together with integrity We will share our incredible pride for job, company and industry What we ask of you: Bring passion to all that you do Listen, move fast and think innovatively Speak up, have ideas and share them Believe in customer service, and treating every person with kindness As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world. We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn\'t just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better. Join our family today. Together, we\'ll make travel better. What you\'ll be doing :- As the 3rd Party Lounge Operation Associate Director, you will be a dynamic and entrepreneurial leader responsible for overseeing and managing all aspects of the 3rd Party Lounge service operations provided to global corporate customers. Your role will encompass data centralization, contract management, pricing, usage optimization, financial analysis, customer engagement, quality assurance, and most importantly, driving an entrepreneurial spirit within the department. You will collaborate closely with the Business Development team to develop and execute strategies for business growth. Additionally, you will take full ownership of managing the pre-opening phase as a project, ensuring all front and back-office requirements are ready before the new lounge service opening. You will continuously improve the service to deliver exceptional experiences to our corporate clientele and provide performance visibility of the business. 1.Entrepreneurship and Innovation: Foster an entrepreneurial culture within the department, encouraging creative problem-solving, idea generation, and continuous improvement. Identify new business opportunities and potential areas of expansion for the lounge service, collaborating with the Business Development team to capitalize on them. Lead and support initiatives for service enhancement, technology adoption, and operational efficiency. 2.Business Operations: Lead and guide the team in centralizing data related to lounge service operations, contracts, pricing, and usage to ensure transparency and efficiency. Oversee contract management processes, including negotiation, renewal, and compliance, to maintain strong relationships with third-party facilities. Collaborate with cross-functional teams to develop and implement a robust training program for staff, ensuring they are equipped to deliver high-quality services. Establish and enforce quality assurance measures to enhance customer satisfaction and uphold service standards. 3.Financial Analysis and Cost Management: Analyze financial data to develop and optimize costing and pricing strategies, ensuring competitive and profitable offerings. Monitor financial performance, identify cost-saving opportunities, and implement effective budget management practices. Oversee invoicing processes and accounts payable to ensure accurate and timely payments to third-party partners. 4.Customer Engagement and Service Excellence: Design and execute a comprehensive customer engagement strategy, ensuring prompt and effective handling of customer inquiries and feedback. Collaborate with the Customer Service team to resolve issues, process refunds, and ensure a positive customer experience. Implement a customer-centric approach, ensuring that the lounge service meets and exceeds the expectations of global corporate customers. 5.Pre-Opening Management: Take full ownership of the pre-opening phase as a project, setting up a detailed timeline and ensuring all front and back-office requirements are ready before the new lounge service opening. Coordinate with various teams to ensure smooth operations, including IT infrastructure setup, staff training, inventory management, and facility readiness. Develop contingency plans to address potential challenges and ensure a successful launch. 6.Performance and Visibility: Develop and monitor key performance indicators (KPIs) to measure the success and effectiveness of the lounge service. Prepare regular performance reports and present them to the C-level executives to provide visibility on business outcomes. Utilize data-driven insights to make strategic decisions and improvements to the service offering. 7.Stakeholder Collaboration and Business Development: Collaborate closely with the Business Development team to identify new opportunities and markets for the lounge service. Work with stakeholders to understand the needs of global corporate customers and align service offerings accordingly. Provide valuable insights and expertise to contribute to the overall growth and success of the business. 8.Team Building and Leadership: Build a strong and empowered team by recruiting top talent and fostering a positive work culture. Provide mentorship, guidance, and ongoing training to team members to enhance their skills and capabilities. Delegate responsibilities effectively and promote a collaborative work environment. About you :- Bachelor\'s degree in Business Management, Operations, or a related field. Proven 10 years of experience in 3rd Party Lounge operations or a similar role, with expertise in lounge service management being advantageous. Strong financial analysis skills, budget management experience, and understanding of costing and pricing strategies. Exceptional leadership and communication skills, with the ability to motivate and empower a diverse team. Customer-centric mindset and a passion for delivering outstanding service experiences. Strong collaboration and stakeholder management skills to work effectively with cross-functional teams and global corporate customers. Knowledge of global corporate customer requirements and industry trends. Familiarity with third-party facility partnerships and contract management.

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