About the Role
The Lounge Manager is overall responsible for the operations and management of the day-to-day activities of Plaza Premium Lounge's Sydney International Airport lounge/s, ensuring team members are trained competently and have the tools and equipment needed to carry out their job functions effectively, and ensuring the highest standards of safety, security and quality service in accordance with company policy, local civil aviation, government legislation and international standards.
Key Responsibilities
- Responsible for the proper running of the lounges of the Company.
- Plan, organise and manage operational functions in an effective and economical manner.
- Monitor systems implemented and ensure regulatory requirements are adhered to.
- Ensure smooth, efficient, profitable operations and that guests are consistently provided with the highest quality service through an inspired team.
- Constantly seek guest feedback and opportunities to develop the lounge product in keeping with the continuous improvement framework.
- Evaluate the lounge product and services to initiate corrective action where required or to identify new opportunities for enhancing the guest lounge experience.
- Identify opportunities for co-marketing and PR leverage, and provide leadership to staff.
- Develop and manage the lounge budget, including payroll, operational expenses, and cost-control measures to maintain profitability.
- Oversee procurement, inventory, and stock control for food, beverages, amenities, and equipment, ensuring availability and minimising wastage.
- Ensure all operational, safety, and hygiene practices comply with local civil aviation authority regulations, government legislation, HACCP, and company standards.
- Liaise with airline partners, caterers, and third-party service providers to maintain seamless service integration.
- Conduct regular inspections of the lounge facilities to ensure cleanliness, maintenance, and readiness for service.
- Prepare and present operational reports, guest feedback summaries, incident logs, and improvement action plans to senior management.
- Monitor staff scheduling and roster compliance, ensuring adequate coverage during peak and off-peak hours.
- Handle VIP guest relations, service recovery, and resolution of complaints with professionalism.
- Implement training programs for customer service, safety procedures, and product knowledge.
- Ensure compliance with security protocols for restricted areas and staff identification (ASIC/VIC card management in the Australian airport context).
Essential Requirements
- Minimum of 3-5 years' experience in the F&B industry, including but not limited to restaurants, lounges, fast food outlets.
- Good communication skills, with a second language highly desirable.
- Service-oriented and a good team player, able to work under pressure with excellent time management.
- Experience managing high volume operations, having managed a team of 30+ people.
- Strong leadership, communication and interpersonal skills.
- Proficiency in MS Office and point-of-sale/inventory management systems.
- Knowledge of airport operations, restricted area access rules, and customer service protocols for international travellers.
- Experience managing multicultural teams and working in fast-paced, high-security environments.
- Strong business acumen with the ability to analyse financial data and operational KPIs.
- Flexibility to work irregular hours, weekends, and public holidays.
How to Apply
Plaza Premium Lounge is hosting a Recruitment Day on Thursday, 30 July 2026, 10am-12pm, at Boardroom 3.01, Level 3, 333 Kent Street, Sydney, to meet potential candidates and explore opportunities. Bring your resume and meet the team on the day.