General Manager (Based in Denpasar, Bali)

About the role

The General Manager role is responsible for leading the catering operations and overall business at IAS Food Service in Denpasar, Indonesia. The role delivers outcomes aligned to IAS Hospitality (IASH) and dnata’s key strategic pillars within the framework of the IASH-dnata Management Agreement. The role has a broad remit, requiring leadership, management and process improvement across all areas of the operation, while also having regard for the external operating environment. The General Manager will operate within the authority and governance framework established under the IASH-dnata Management Agreement, with clear accountability to the Managing Director, Singapore, and appropriate engagement with the Executive Committee, Australia and the IASH Board of Directors.

The role has accountability for the planning and organisation of day-to-day operations, P&L management and achievement, workforce planning and deployment, identification and implementation of operational efficiencies and improvements, and involvement in medium- to long-term budgeting, forecasting and delivery. The General Manager also plays a key local role in ensuring open and transparent relationships with the IASH Board of Directors and their representatives. Key stakeholders also include IASH sister companies that may provide services to IAS Food Service, including cleaning, vehicle and building maintenance, and services as landlord of the building in which IAS Food Service operates. Objectives include complete customer oversight, including QA, culinary, communication, pricing and annual reviews, as well as securing new customers. Strong staff interaction, employee engagement and connection with the local community will help ensure that dnata’s culture and values resonate throughout the business.

Work Arrangement

This role will be based in Denpasar (Bali) Indonesia. The role leads a 10,000 sqm facility capable of producing up to five million meals each year.

Specific Accountabilities

Business Performance & Financial Management

• Develop the long and short-term strategic goals for the business, in collaboration with key stakeholders, ensuring alignment to the overall IASH and dnata strategic direction.
• Translate strategic goals into specific and actionable initiatives and targets and, working with the local leadership team, lead the program of work to deliver the outcomes, particularly in relation to workforce planning, change management, service and quality delivery standards, overall profit and loss performance, budgets and special projects.
• Implement continuous improvement, including lean practices, throughout the catering operation.
• Lead and oversee the development and execution of all operationally related initiatives and programs, evaluate their effectiveness and adjust as appropriate.
• Optimise staffing levels, processes and ways of working.
• Critically assess and manage costs in all areas of the operation.
• Establish and monitor agreed performance measures covering P&L, budget and forecast accuracy, workforce productivity, customer performance, food cost and waste, safety, quality, employee engagement and delivery of strategic projects.
• Ensure close strategic alignment with the IASH senior management team, specifically in managing support services provided to IAS Food Service, including Human Resources, Technical Services, Information Technology, Finance, Training and Development, Building Maintenance, Safety and Security.

Leadership & Direction

• Provide inspiring leadership and role model behaviours aligned to the IASH and dnata values.
• Develop and maintain a positive workplace culture.
• Create performance goals, provide constructive coaching and support team development.

Key Stakeholder Relationships

• Establish and maintain strong relationships with key internal and external stakeholders.
• Develop excellent working relationships with internal stakeholders such as senior management, peers and other business areas and support functions, leveraging subject matter expertise where possible.
• Manage relationships with vendors and suppliers to ensure relationships and contractual obligations are met.
• Ensure ongoing engagement with external stakeholders such as regulatory authorities, airport management, local agencies, customers, suppliers, vendors and unions.
• Contribute advice, data and insights to key stakeholders on catering related issues.

Quality & Compliance

• Promote a working environment highly focused on health and safety, food safety and security, and embed these aspects into the organisational culture.
• Ensure compliance with all applicable Indonesian legal, licensing, employment, food safety, workplace safety, environmental, aviation security and regulatory requirements, together with relevant company and international standards.
• Ensure compliance with the group corporate governance framework.

This list is not exhaustive. Accountabilities may vary depending on the location or role and may include any other duties considered reasonable by the line manager.

Qualifications, Experience & Attributes

• Bachelor’s degree in a related field.
• Significant track record successfully leading large teams (200+)
• A good level of leadership agility, diplomacy, and ability to resolve complex problems.
• High energy and results-driven, with the ability to work across and within teams with a ‘can-do’ attitude.
• Robust business, financial and industry acumen.
• Good understanding of HACCP / Food Safety / WHS and quality assurance well regarded.
• Lean/Six Sigma or similar project management experience advantageous.
• Has experience in working with different cultures and is culturally aware in relation to the various religious beliefs.
• A basic understanding of Bahasa Indonesia and/or Bahasa Melayu to communicate effectively with Malay-speaking stakeholders.

About InJourney Aviation Services (IAS)

InJourney Aviation Services (IAS) is a leading provider in the aviation sector, headquartered in Indonesia. Offering Ground Handling & Cargo, Logistics, Hospitality, and Operational support. Our focus is on quality, efficiency, and technology driving strategic partnerships with airlines and cargo companies for tailored services. IAS Hospitality (IASH) provide catering services to airlines and in collaboration with Plaza Premium Lounges manages airport lounges in Platinum, Gold, Silver and Umrah classes throughout Indonesia. https://ias.id/en/

About Our Partnership

https://ias.id/en/dnata-as-a-global-inflight-hospitality-provider-enters-strategic-management-partnership-with-ias-hospitality-indonesia-iash/