Operations Manager

About the Company

Hello Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

Our promise to you:

• We will respect and value your background and perspectives
• We will work together with integrity
• We will share our incredible pride for job, company and industry

What we ask of you:

• Bring passion to all that you do
• Listen, move fast and think innovatively
• Speak up, have ideas and share them
• Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

Who we are

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

Job Scope – Operation Manager

To manage Lounge and Fast Track operations in a professional and efficient way. To make sure staff work productively and give excellent service. To train, guide, and motivate the team for high performance. To improve daily operations and implement new strategies. To prepare and control the division budget.
We prefer candidates with hotel or hospitality experience.

Job Responsibilities

1. Lounge & Fast Track Operations

• Work with the operations partner to manage daily lounge and fast track services.
• Ensure high standards of cleanliness, comfort, safety, and service.
• Coordinate with the partner to maintain food, drinks, and amenities presentation.
• Support crowd control, guest flow, and service speed together with the partner.
• Handle guest inquiries, feedback, and complaints with the partner's assistance.

2. Guest Services & Customer Experience

• Together with the partner, deliver a seamless and welcoming guest experience.
• Anticipate guest needs and provide personal service.
• Coordinate with the partner to apply service recovery strategies when complaints arise.
• Work with airlines & ground handling representatives.
• Develop guest satisfaction and loyalty initiatives with partner support.
• Oversee cashiering and payment handling with the partner to ensure accuracy.

3. Team Leadership & People Management

• Lead, guide, and support the team in cooperation with the operations partner.
• Conduct staff meetings, training, and evaluations together with the partner.
• Recruit, onboard, and train staff with the partner's involvement.
• Manage staff schedules with the partner to ensure full coverage.
• Foster a positive, guest-focused team culture in alignment with the partner.
• Handle performance management and conflict resolution together with the partner.

4. Finance, Purchasing & Inventory

• Work with the operations partner to monitor budget, costs, and revenue.
• Review financial reports and cash reconciliation prepared with the partner.

5. Compliance & Safety

• Ensure, together with the partner, that all food safety, health, and hygiene rules are followed.
• Carry out regular checks and inspections in cooperation with the partner.
• Enforce safety and security policies with the partner's support.
• Maintain compliance with airport and workplace safety regulations jointly with the partner.

6. Business Development & Stakeholder Relations

• Support marketing activities and customer engagement strategies with the partner.
• Build and maintain strong relationships with airlines, airport authorities, and key stakeholders together with the partner.
• Identify and implement service and business growth opportunities with partner collaboration.

7. Crisis & Incident Management

• Respond to emergencies and service disruptions together with the partner.
• Apply contingency plans and minimize impact in cooperation with the partner.
• Ensure staff are trained in emergency procedures with the partner's involvement.
• Perform other tasks as assigned by Management, in close cooperation with the partner.

JOB REQUIREMENTS:

• Candidate must possess tertiary education qualification in Hospitality Management or related discipline
• Minimum 10 years' relevant experience with 5 years at senior management level in hospitality Knowledgeable in all aspects of managing and leading services food and beverage and hospitality nature of business or outlet.
• Proven leadership experience in hospitality, ideally within
  luxury or 5-star hotel environments
  , with a strong understanding of premium service standards and guest expectations.
• Excellent time management skills and able to work under pressure
• Detail-minded, efficient, well-planned with good business sense
• Strong communication and interpersonal skills with analytical mind
• Preference will be given to candidates with experience in Egypt or with Egyptian market expertise
• Excellent command of both spoken/ written English (Mandatory) & Arabic (Native language)
• Shift duty is required
• Work location: Airport