Regional Operations Manager - Airport Dimensions
Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty.
Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network.
Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers.
Airport Dimensions want travellers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement - using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive.
Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom and Middle East. Under our brands The Club, Club Aspire, Chase Sapphire Lounge® by The Club, No 1 Lounges and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and has developed value-added experiences for over 50 airport and airline partners.
What does a Regional Operations Manager do?
As the Operations Manager – Peru, you will be responsible for the successful delivery of the hospitality service and financial performance of Airport Dimensions’ various operating units at Lima’s new Jorge Chávez International Airport, including a minimum of four airport lounges.
You will serve as a key member of Airport Dimensions’ in-country presence, overseeing and managing the performance of our service providers to ensure consistent, effective, and cost-efficient delivery of contracted Service Level Agreements (SLAs), exceptional guest experience, and Airport Dimensions’ brand standards, service values, and operational requirements.
Success in this role requires effective collaboration with various stakeholders across Airport Dimensions, as well as oversight and management of key service providers and their leadership. You will have responsibility for establishing and meeting monthly and annual operating budgets and for overseeing each lounge’s operating expense lines. You will monitor ongoing expenditures and engage with our key service providers as well as Airport Dimensions’ Finance and Accounting team as required to improve operating efficiencies and achieve lounge financial performance while ensuring business compliance and delivery of expected guest experience and service quality.
Highly motivated and works diligently in the pursuit of quality and improvement, representing AD’s operational, customer service, and financial best interests across our Peru operations.
Exhibits a high level of professionalism and customer service focus, especially in the most stressful and demanding moments. To excel in this role, one must be approachable, detail-oriented, and solutions-focused with the ability to think critically, evaluate options, establish priorities, and anticipate issues and/or outcomes.
Has extensive operations and P&L management experience across a multi-unit hospitality organization and demonstrated leadership in dealing with multiple internal and external relationships with excellent communication, interpersonal, and problem-solving skills.
What You'll Do:
- Through guidance, oversight, and management of in-lounge leadership, via primary service provider(s), this position will ensure the consistent delivery of operational requirements and achievement of required SLAs across the various AD lounges in Peru to maximize client and guest satisfaction.
- As the key AD operational point of contact in Peru for various partners and stakeholders, establish collaborative working relationships to represent and fulfill AD’s best interests operationally and financially, on a day-to-day basis and a senior management level.
- Play a key role in ensuring successful lounge operations by liaising directly on a proactive and reactive basis with headquarters operations and guest experience staff, the airport authority, airlines, internal stakeholders, lounge clients, service provider management, and lounge staff on both strategic and tactical issues.
- Bring important operational and Peruvian-specific perspective to cross-discipline collaboration with other Airport Dimensions business units, including Finance, Design & Construction, Guest Experience, and Business Development.
- Hold AD’s service providers accountable for responsiveness and meeting guest experience and operational expectations through regular review, communication, and follow-up/action plans on guest surveys/insights and operational performance metrics.
- Hold AD’s service providers responsible for consistent and regular monitoring and reporting using appropriate measurement tools to ensure delivery of expected guest experience and lounge operation SLAs and, in turn, ensure AD’s fulfillment of any reporting obligations to the Airport Authority, clients, and other partners.
- Through development and management of periodic operational budgets/forecasts and regular (monthly, quarterly, and annual) reporting and reviews of operating financial performance with our service providers and our central Finance team, identify where things are on track as well as areas of concern that need to be addressed to hold AD’s service providers responsible.
- Review operational invoices and billings to ensure accuracy and correctness and liaise with the Finance team to ensure payments are made timely; maintain visibility of the financials to understand and explain positive and negative variances in spend against budgets, taking action to resolve discrepancies as necessary.
- Continuously strive to optimize our operating financials and to drive cost improvements while balancing with operational and quality of service delivery considerations, working closely with not only our service providers but also our central Finance team to identify, evaluate, implement, and track cost saving ideas and opportunities.
- Ensure that our service providers and partners (including the Airport Authority, airlines, and others) are fulfilling their contractual and legal obligations in support of AD’s interests.
- In the oversight of AD’s airport lounge operations, have indirect management oversight for the in-lounge leadership and hold them accountable for hiring, developing, and training staff, and for adhering to thorough and up-to-date Standard Operating Procedures (SOPs) for the lounge operation.
- Representing AD’s perspective, review, challenge, provide guidance, make recommendations, and seek appropriate internal approvals related to product/service proposals and operational initiatives brought forward by our service providers.
- Be responsible for successful and consistent implementation of new product or service enhancements and ensure the service providers’ SOPs are updated as appropriate.
- Provide local support and facilitation for the central Design & Construction team in matters relating to construction/refurbishment of the facilities in Peru, e.g., permitting, liaising with the airport authority and local contractors, etc.
- Provide support for the successful operationalization of all corporate marketing initiatives at the market and/or lounge level to drive revenue and lounge visit activity.
- Keep senior management apprised of operational, guest experience, and financial performance through the development and delivery of executive level presentations and communications.
- Respond (or ensure our service providers respond) timely to questions or requests that impact the operation or guest experience.
- Play an instrumental role in aligning the quality of the local service delivery with AD’s network-wide vision and expectations by maintaining the connection between the local operations with the company’s strategic objectives, including via virtual and in-person meetings, with travel as needed (estimated 10-15%).
What You'll Need:
- Relevant Operations and Management Experience: A minimum 5 to 7+ years of multi-operational/multi-unit leadership experience in hospitality management and/or specific leadership experience in airport lounge operations, with a demonstrated track record of delivering success; experience establishing and implementing effective training processes and Standard Operating Procedures.
- Financial Accountability: Demonstrable experience in developing and managing multi-million-dollar operational P&Ls and in identifying and implementing cost improvement initiatives; solid grasp of budgeting, forecasting, and P&L management processes.
- Effective Communication: Strong verbal and written skills to communicate efficiently and effectively with both internal and external stakeholder audiences at every level of authority.
- Relationship Management: Ability to build and maintain positive and productive relationships with internal and external constituents to support business objectives.
- Use of Tools/Software Applications: Strong MS Word, Powerpoint, and Excel experience, including working with and communicating financial data.
- Subject Matter Expertise: Experience in and understanding of program development activities from an operational perspective, such as food and beverage menu creation/sourcing and facility design and construction processes and specification.
- Analytical and Problem-Solving Ability: Proven experience in tackling issues with ingenuity and developing innovative solutions that drive greater efficiency and effectiveness.
- Leadership Excellence: Ability to lead by example, act decisively, and manage challenging deadlines and requests responsively; a proven record of influencing and managing others, sometimes without direct reporting authority.
- Customer/Hospitality Sensibility: A keen focus on and concern for delivering an uncompromising guest experience and demonstrated expertise in guest experience oversight, as well as holding service providers accountable for the same.
- Managing Multiple Priorities and Driving for Results: Proven ability in managing multiple competing priorities simultaneously under time-sensitive operational conditions; consistently meeting deadlines and completing critical tasks.
- Self-motivation and Proactive Behavior: Demonstrated initiative in addressing operational challenges and acting in advance of future issues, rather than merely responding in reaction.
- Language Fluency: Fluency in English and Spanish, with the ability to articulate and convincingly present complex ideas and concepts in verbal and written form in both.
You can look forward to a competitive salary and benefit plan including but not limited to:
- 100% employer paid medical, dental, life & LTD insurance for employees
- 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
- Supplemental Insurance including STD, additional Life
- Priority Pass Membership
- Global Mentoring Program
- Wellness Programs
- Lifestyle Benefits
Collinson is an equal opportunity employer and welcomes differences in all their forms including: color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc.).
- Division
- Airport Dimensions
- Locations
- Lima
- Remote status
- Hybrid Remote
Lima
About Collinson
We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.
© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557
Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom.
Regional Operations Manager - Airport Dimensions
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