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.
Who we are:
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.
Job Overview
The Operations Manager is responsible for the overall efficient and professional management of operations across multiple airport lounges and airport hotel. This role drives operational excellence, maximizes staff productivity and competency, ensures outstanding guest experience, and oversees P&L performance by implementing strategic improvements, managing budgets, and upholding the highest standards of safety, quality, and service delivery
Job Responsibilities
I. Leadership, Strategy & Performance
- Strategic Oversight & P&L Management: Develop and execute comprehensive operational strategies across all four lounges. Own the divisional budget and proactively monitor key performance indicators such as Net Material Cost, labor efficiency and guest satisfaction scores
- Menu and Concept Innovation: Strategize and lead the continuous upgrading of menus and concepts based on revenue trends, sales data, and guest feedback. Ensure menu matrices are cyclical, profitable, and include provisions for wellness and special dietary needs
- Operational Planning & Efficiency: Drive complete operations planning, coordinating with cross-functional teams to ensure seamless service delivery. Design and implement effortless systems and Standard Operating Procedures (SOPs) to maximize efficiency and consistency across all locations
- Data-Driven Decision Making: Conduct in-depth data analysis of consumption trends, popularity reports, and operational metrics. Evaluate the economic and logistic impact of this data to inform purchasing decisions, staffing levels, and efficiency improvements
II. Team Management & Development
- High-Performance Team Leadership: Lead, coach, and mentor the operations and culinary teams, fostering a culture of excellence, accountability, and continuous improvement
- Talent Acquisition & Development: Collaborate closely with the Human Resources team in the recruitment of top-tier talent for operations teams. Design and implement growth, retention, and succession strategies to identify, groom, and reward high-performing individuals
- Training and Competency: Oversee the development and execution of robust training programs to ensure a high level of staff competency and consistent adherence to quality
III. Quality Assurance & Compliance
- Health, Hygiene, and Safety: Ensure the rigorous adherence to all health, safety, and hygiene regulations as per local municipality and PPG regulations. Partner with the Quality Assurance team to strive for and maintain relevant certifications and high standards
- Facility and Equipment Standards: Establish and enforce a regular cleaning and maintenance schedule to ensure high standards of sanitation, cleanliness, and safety are always maintained for all areas and equipment
- Quality Control: Work closely with the Lounge operations team to consistently assure that food production and presentation meet the highest standard of the guest dining experience
IV. Cross-Functional & Commercial Duties
- Supply Chain & Cost Management: Guide and collaborate with the Supply Chain Management team to maximize cost benefits and strategically upgrade raw material brands while optimizing within budgetary parameters. Review and improve purchasing procedures for commercial and operational efficiency
- Technology Integration: Champion the adoption and implementation of new technologies to streamline and enhance operational processes (e.g., inventory management, point-of-sale systems, guest feedback tools)
- Project Management: Plan, design, and execute operational requirements for new lounge openings or refurbishment projects, liaising effectively with internal and external stakeholders
- Marketing Support: Assist in developing collateral and support the local level marketing strategy regarding programming and promotions
- Lead the enrollment of Loyalty program and encourage for higher enrollments meeting daily/ monthly targets
- Lead the team to achieve walk-in sales and upgrade targets
- Develop the team to execute ancillary revenue targets
Job Requirements
- Candidate must possess tertiary education qualification in Hospitality Management or related discipline
- Minimum 10 years relevant experience with 5 years at senior management level in hospitality industry
- F&B experience, Front office and reservation experience holders are preferred
- Knowledgeable in all aspects of managing and leading services and hospitality nature of business or outlet
- Excellent time management skills and able to work under pressure
- Detail-minded, efficient, well-planned with good business sense
- Strong communication and interpersonal skills with analytical mind
- Excellent command of both spoken/ written English (Mandatory)
- Shift duty is required
- Work location : Airport
