Operations Manager

About Plaza Premium Group

At Plaza Premium Group, we are driven by a passion for enhancing travel experiences globally. As a diverse and dedicated team known as the #PPGFamily, we cherish respecting all backgrounds, uphold integrity in collaboration, and share immense pride in our work and industry. Our history spans over 25 years since our founding in Hong Kong in 1998, evolving into leaders in airport hospitality with four main business areas: airport lounges, terminal hotels, meet & greet services, and unique dining options. We operate in over 200 locations across more than 60 international airports, partnering with renowned airlines.

Role Overview

The Operations Manager will oversee operations across multiple airport lounges and a hotel, ensuring operational excellence, efficient resource management, staff development, exceptional guest experiences, and financial performance improvement through strategic initiatives. The role demands leadership in daily operations, budget oversight, quality assurance, and cross-functional collaboration to enhance service delivery.

Core Responsibilities

• Develop and implement operational strategies for four lounges, managing budgets, and key KPIs including cost control, labor efficiency, and guest satisfaction.
• Lead ongoing innovation of menus and concepts based on revenue analysis and guest feedback, incorporating wellness and special dietary options.
• Coordinate comprehensive operational plans with multiple teams; establish SOPs and systems to ensure efficiency and consistency.
• Analyze consumption trends and operational data to optimize purchasing, staffing, and operations.
• Provide leadership and mentorship to operations and culinary teams, promoting a culture of high performance and continuous improvement.
• Work with Human Resources to recruit top talent and develop programs for staff growth, retention, and succession planning.
• Oversee training programs to maintain high staff competency and service quality.
• Ensure compliance with health, safety, and hygiene regulations; maintain standards for certifications.
• Maintain cleanliness and safety of facilities and equipment through regimented maintenance and cleaning schedules.
• Monitor food production quality to uphold superior guest dining standards.
• Collaborate with Supply Chain to control costs, enhance purchasing efficiency, and upgrade raw material brands within budgets.
• Drive adoption of technological tools to improve operational processes.
• Manage projects related to new lounge openings and refurbishments, working closely with stakeholders.
• Support marketing initiatives and local promotional activities.
• Lead efforts to increase loyalty program memberships, walk-in sales, upgrades, and ancillary revenues.

Required Qualifications and Skills

• A tertiary degree in Hospitality Management or a related discipline.
• At least 10 years of relevant hospitality industry experience, with a minimum of 5 years in senior management roles.
• Preferably experienced in Food & Beverage, front office, and reservation functions.
• Comprehensive knowledge of service and hospitality business management.
• Strong time management skills and ability to perform under pressure.
• Detail-oriented with strong organizational and commercial awareness.
• Excellent communication and interpersonal abilities paired with an analytical mindset.
• Fluent in spoken and written English (mandatory).
• Availability to work shifts as required.
• Work location is at the airport.