General Manager

General Manager

Salary - TBA

• Direct and co-ordinate activities of businesses concerned with the commercial and operations of lounges in North American.
• Review financial statement, sales and activity reports and other performance data to measure productivity and goal achievements and to determine areas needing cost reduction and improvement
• Establish and implement business policies, goals, financial and quality objectives and procedures, Operations Director, airport officials , staff members and other parties as required
• Manage key interfaces with external and internal parties  to create maximum synergies beneficial for the lounge business
• Oversee staffing resources and food and beverage expenditure to stay within budget
• Direct and co-ordinate organization’s financial and budget activities to fund operations, investments and to increase efficiency of a multi-million business
• Build and maintain strong working relationships with client to ensure the client’s trust and confidence based on sustainable performance levels
• To collect and analysis customer feedback as part of a continuous improvement process, to share results with staff and to take corrective measurements through structured problem solving discipline approach
• Oversee activities directly related to the lounge service business, which are based on Performa’s business principles (SOP’s) providing a high level of customer service in the lounges
• Provide leadership and vision to the organization with + 200 Staff members by developing a Regional roadmap with clearly defined and measurable objectives and with the evaluation and reporting of progress on plans
• Monitors the performance of the lounge through verification and analysis of guest satisfaction systems and financial KPI’s.
• Reports agreed financial and quality KPI’s  to Performa’s MD on a regular basis, with dotted line to Operations Director Performa
• Consults and informs MD and all other parties involved on all pre-defined key decision makings

Work Experience:

• Minimum 5-7 years’ of operational experience in similar leadership position with budget responsibility preferably in the international hospitality industry and or in the airline industry. Lounge experience is of advantage.

Job Skills:

• Good leader who motivates and inspires staff to achieve desired outcomes
• Team oriented approach to develop and lead core team  towards organizational goals
• Effectively raises and deals with challenges and conflicts with the ability to identify, anticipate and resolve problems
• Understands the Customer’s needs and delivers to the internal and external expectations
• An overriding passion for hospitality service excellence
• Ability to search, leverage and to analyze information in order to develop and to maintain a comprehensive business plan as well as a cost controlling and improvement mechanism
• Ability to work on tight deadlines with own initiative and working in a dynamic, fast-paced and high volume environment

Communication Skills:

• Fluent in English and French. Any additional language will be a plus
• Team player with positive attitude