About Plaza Premium Group

Established in 1998 and headquartered in Hong Kong, Plaza Premium Group comprises four core business segments – Airport Lounge, Airport Hotel, & Leisure, Airport Meet & Greet Service, and Airport Dining. The Group has also developed Smart Traveller, a mobile-app based global airport membership program that is designed for air travellers, offering uniquely-curated perks, benefits and rewards experience through points earning and redemption.

In addition to our own brands, Plaza Premium Group provides global airport hospitality solutions to leading airlines, alliances and corporates around the world. The Group’s brands strive to make the airport hospitality experience exceptional for all travellers, by holistically providing comfort, convenience, value with our love and care by going beyond expectations and redefining the airport hospitality experience, whether arriving at, departure from or in transit through the airports.

With continuous innovations and dedication to surpass travellers’ expectations of airport experiences, the group is rapidly growing exponentially across major international airports globally.

Overall responsibility for Assistant Operations Manager

Responsible for overseeing the provision of services and leading the operations team with a smooth efficient service that meets the expectations of customers and act according to our company’s standards.

Key Areas of Duties and Responsibility

• Oversee daily operations of all lounges during the shift.
• Liaise with other team members, including interacting with managers of different areas of the organization to ensure top-notch services are provided to our customers.
• Conduct training and coaching to the team members
• Supervise team members
• Tracking and measuring staff performance
• Conduct staff counseling and work closely with HR Department for disciplinary actions taken and follow up.
• Assist General Manager to investigate customers’ problems and find solutions
• Communicate with customers via face-to-face, phone, email, or letter
• Resolve complaints and give directions to tackle customers’ inquiries
• Build rapports with customers and carry out PR activities so as to receive feedback from customers on their lounge experiences
• Void transactions and keep a track record for auditing
• Assist General Manager to analyze data and statistics of customer flow and pattern
• Assist General Manager to lead focus groups, committees and projects

• Act as a bridge of communication between management & teammates and make timely and effective report as required
• Liaise with airlines for any necessary information
• Monitor regular checks of all areas of the lounge to ensure professional image
• Take initiative to identify areas for improvement and participate in continual improvement activities

· Undertake other jobs assigned from time to time

Qualities & Requirements

• College degree in Hospitality or F&B Management
• Over 5 years work experience and over 3 years in supervisory role in customer service, hospitality industry like airport lounge, hotel or restaurant
• Strong supervision skills
• Strong sense of customer service
• Good communication skills, including verbal and writing skills
• Good organizational skills
• Positive attitude
• Initiative
• Self-motivated
• High sense of responsibility
• Ability to prioritize
• Problem solving ability
• High level of attention to detail

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• On-site parking
• Paid time off
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Weekend availability

Experience:

• Management: 2 years (required)

Licence/Certification:

• Smart Serve (preferred)

Work Location: In person

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