Operations Manager

About Plaza Premium Group

Plaza Premium Group is a global leader in airport hospitality, dedicated to "Making Travel Better." Founded in Hong Kong in 1998, we have grown into a dynamic organization with a presence in over 200 locations across more than 60 international airports worldwide. Our mission is to redefine the travel experience by providing accessible, high-quality services that cater to the diverse needs of travelers. As a member of the #PPGFamily, you will join a diverse and passionate team committed to building a lasting legacy in the industry.

At Plaza Premium Group, we believe in fostering an inclusive environment where every individual’s background and perspective are valued. Our core values include:

• Respect and Collaboration: We honor diverse viewpoints and work together with integrity to achieve common goals.
• Innovation and Speed: We encourage agility, creativity, and forward-thinking to stay ahead in a fast-evolving industry.
• Customer-Centric Excellence: We are committed to delivering exceptional service with kindness and professionalism.
• Global Perspective: We thrive on collaboration with colleagues from around the world, ensuring a truly international experience.

Our business spans four core segments: airport lounges, airport terminal hotels, airport meet & greet services, and airport dining concepts. We also provide tailored hospitality solutions to leading airlines, alliances, and corporate partners, including renowned names such as Cathay Pacific Airways, Singapore Airlines, and Lufthansa. To further enhance our offerings, we developed Smart Traveler, a mobile-app rewards program powered by in-house technology, reflecting our commitment to innovation and customer satisfaction.

Job Overview

The Operations Manager plays a pivotal role in overseeing the efficient and professional management of operations across multiple airport lounges and hotels. This position is instrumental in driving operational excellence, optimizing staff productivity, and ensuring an outstanding guest experience. The Operations Manager will be responsible for P&L performance, strategic improvements, budget management, and maintaining the highest standards of safety, quality, and service delivery.

Key Responsibilities

I. Leadership, Strategy & Performance

• Strategic Oversight & P&L Management: Develop and execute comprehensive operational strategies for all four lounges. Own the divisional budget and proactively monitor key performance indicators such as Net Material Cost, labor efficiency, and guest satisfaction scores to drive profitability and operational success.
• Menu and Concept Innovation: Lead the continuous improvement of menus and service concepts by analyzing revenue trends, sales data, and guest feedback. Ensure menu matrices are cyclical, profitable, and inclusive of wellness and special dietary requirements to meet evolving customer needs.
• Operational Planning & Efficiency: Design and implement seamless operational plans in collaboration with cross-functional teams to ensure consistent and high-quality service delivery. Develop and enforce Standard Operating Procedures (SOPs) to maximize efficiency and uniformity across all locations.
• Data-Driven Decision Making: Conduct thorough data analysis of consumption trends, popularity reports, and operational metrics. Utilize insights to inform purchasing decisions, optimize staffing levels, and identify opportunities for efficiency improvements.

II. Team Management & Development

• High-Performance Team Leadership: Lead, coach, and mentor operations and culinary teams to cultivate a culture of excellence, accountability, and continuous improvement. Foster an environment where team members are empowered to perform at their best.
• Talent Acquisition & Development: Partner with the Human Resources team to recruit top-tier talent for operations roles. Develop and implement strategies for talent growth, retention, and succession planning to ensure a robust and skilled workforce.
• Training and Development: Identify training needs and implement programs to enhance team competencies, ensuring alignment with organizational goals and industry best practices.

III. Guest Experience & Compliance

• Guest Satisfaction: Monitor and elevate guest satisfaction levels by addressing feedback, resolving issues promptly, and implementing enhancements to service delivery.
• Safety and Compliance: Ensure strict adherence to safety protocols, hygiene standards, and regulatory requirements across all operations. Conduct regular audits and risk assessments to maintain compliance and mitigate potential risks.
• Cross-Functional Collaboration: Work closely with finance, marketing, and other departments to align operational strategies with broader business objectives and drive cohesive growth.

Ideal Candidate Profile

We are seeking a results-driven and visionary Operations Manager with a proven track record in managing multi-location hospitality or service operations. The ideal candidate will possess strong leadership skills, a passion for operational excellence, and a customer-centric mindset. Experience in budget management, strategic planning, and team development is essential. Familiarity with the travel or hospitality industry is advantageous but not mandatory, as we value passion, adaptability, and a commitment to continuous learning.

If you are ready to take on a challenging and rewarding role with a global leader in airport hospitality, we invite you to join the #PPGFamily and contribute to our mission of making travel better for everyone.