Manager, Lounge Operations

at  SkyTeam

JOB SCOPE

This role reports to Senior Manager Airport Operations and Lounges and is part of Team Lounges.

REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree or equivalent working experience in airline/lounge operations and/or hospitality
• Computer literate with strong PowerPoint / Excel / Word skills and in-depth report writing ability
• Fluent written and spoken English, other languages appreciated
• Effective program and project management experience with an emphasis on exemplary capabilities for handling multiple projects simultaneously
• Ability to work independently and as a team with others in a time-sensitive fashion, with minimal supervision
• Ability to work with attention to detail, on time and on budget
• Demonstrates proactive problem-solving ability
• Ability to collaborate with senior executives with clear, concise communications
• Experienced with a multi-cultural environment
• Knowledge, experience and understanding of airport lounge processes
• Ability to travel on regular basis, sometimes at short notice

LEADERSHIP SKILLS

• Ability to motivate and engage people in non-hierarchical, cross-functional settings
• Strong interpersonal skills
• Proven cross-cultural awareness
• Result-oriented
• Strong execution skills, with demonstrated ability to deliver results within a team setting
• Ability to blend decisiveness in operations with diplomacy in human interactions
• Ability to create consensus among parties
• Conflict resolution skills
• Relationship building and maintenance
  Responsibilities and tasks of the position are not limited to the above mentioned, and deviations can occur at any point in time as the position evolves and in concert with the manager.

ABOUT US

SkyTeam strives to provide the safest and most seamless customer journey of any global airline alliance. Our members work together to connect millions of passengers safely and seamlessly through an extensive global network. It is an esteemed international organization that brings together different cultures and backgrounds, all united by our passion for the airline industry. In addition to our focus on the passage side of aviation, we also focus on cargo.
At SkyTeam, we know the importance of a fresh perspective. With members spread across five continents and different time zones, we are flexible and agile, focused on delivering services that create synergy. Our headquarters is a hotbed of innovation and creativity, allowing us to adapt quickly to the rapidly changing airline industry.
SkyTeam’s headquarters in Amstelveen represents more than 21 different nationalities. Our employees come from many different backgrounds and reflect the diversity of our member airlines. We are passionate about diversity and embrace an inclusive, non-discriminatory work community where we celebrate our differences and share our successes and hard work to contribute to member value

PURPOSE OF THE JOB

PURPOSE OF THE JOBAt SkyTeam, innovation takes flight like never before. Since we started back in June 2000, SkyTeam and our world-class member airlines have built a leading alliance connecting customers across a vast global network of more than 1,080 destinations and 750+ lounges in 180+ countries. We’ve achieved many ‘firsts’ together – SkyPriority, SkyTeam Rebooking, The Aviation Challenge to name just a few.
As the world around us changes at lightning speed, our pursuit to create cutting-edge solutions for members and customers is relentless. We want to be recognized as the most customer-centric alliance, anticipating, and fulfilling extended expectations.
We work daily to be a leader in truly advancing travel and mastering cocreation to empower SkyTeam members and partners to deliver ever more seamless, innovative, and sustainable experiences to customers worldwide.

KEY RESULT AREAS / KEY RESPONSIBILITIES

Lounge Customer Satisfaction

• Maintain a consistent level of service standards and customer satisfaction in all SkyTeam branded lounges
• Manage (bi-)monthly calls with lounge contractors
• Manage – together with the lounge contractors - the monthly performance report process, proactively analyzing customer satisfaction data and suggesting improvement measures as appropriate
• Engage the SkyTeam member airline stakeholders in the supervision of the lounges, ensuring a high degree of quality and customer satisfaction, balancing the different customer needs
• assessing compliance with agreed service standards
• discuss and review all feedback, remarks, input, ideas and any ongoing projects related to such lounges.

Lounge Compliance Tracker

• Roll-out a compliance program to evaluate the quality of SkyTeam branded lounges (including any agreed airline-owned lounges and third-party lounges), considering factors such as cleanliness, comfort, service, amenities, and overall customer experience
• Evaluate compliance scores and collaborate with lounge contractors on improvement and corrective actions.

Other responsibilities:

• Closely cooperate and align with the member airlines on lounge-related topics
• Meeting preparation and presentations
• Maintain and enrich the Brand Identity Guidelines of lounges
• Help create a lounge “knowledge bank” at the SkyTeam office, made digitally available, encapsulating relevant findings and experiences accumulated in the course of the job
• Support Senior Manager in budget forecasting