Duty Manager

About Plaza Premium Group

Welcome to Plaza Premium Group, a diverse and passionate global family committed to enhancing travel experiences. Established in Hong Kong in 1998, we have grown to operate across more than 200 locations and over 60 international airports worldwide, spanning airport lounges, terminal hotels, meet & greet services, and airport dining concepts. We partner with prominent airlines such as Cathay Pacific Airways, Singapore Airlines, and Lufthansa, continuously innovating to improve travel through initiatives like our Smart Traveler rewards app.

Role Overview

This role entails ensuring the seamless operational management of our airport lounges in Saudi Arabia during assigned shifts. The Duty Manager is responsible for maintaining excellent guest service, safety, and compliance, and serves as the primary contact for operational matters while coordinating with internal teams and external stakeholders.

Key Responsibilities

• Lead and supervise the shift team to deliver efficient operational performance and exceptional customer service.
• Maintain presentation and stock levels of food, beverages, and facilities according to company standards.
• Manage administrative duties including rostering, task allocation, and shift scheduling.
• Coach staff on the job, provide guidance, and manage team performance.
• Conduct shift briefings to update staff on operational changes and service improvements.
• Assess team performance and coordinate ongoing training and development initiatives.
• Respond promptly to operational incidents or emergencies to minimize disruption.
• Oversee security, cleanliness, crowd management, and customer service in common areas during shifts.
• Address guest feedback, queries, and complaints professionally and promptly.
• Collaborate with airport authorities and third parties regarding operational issues.
• Support the implementation and refinement of quality management processes.
• Perform other tasks as assigned by management.

Qualifications and Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related fields preferred.
• At least 5 years of supervisory or duty management experience in hospitality, catering, or airport operations.
• Strong leadership capabilities coupled with excellent communication and guest service skills.
• Proactive and responsible with solid decision-making and conflict resolution skills.
• Ability to perform effectively in a high-pressure, fast-moving operational environment.
• Proficient in spoken and written English; Arabic language proficiency is highly advantageous.
• Flexibility and willingness to work shifts as required.
• Position located at an airport within the Kingdom of Saudi Arabia.