Assistant Lounge Manager - Jersey Airport

Assistant Lounge Manager - Jersey Airport

Shift Pattern: Working 5 days a week (can differ each week) a mixture of early shifts starting at 5.00am and late shifts finishing at 8.30pm

PURPOSE

As a member of the lounge management team, you will work as a team to drive the performance of the business and are responsible for ensuring the efficient running and operational management of the lounge during your shift.

With the responsibility to deliver exceptional service, standards and core KPI's as set out by the business, you will inspire, lead, motivate, train and manage the team.

Through effective system management you will be responsible for maximising revenue and profitability, taking accountability for controllable costs, whilst ensuring compliance and health and safety measures are to the highest standards.

• ROLE
• Financial: Ensuring you manage staffing and stock costs through Deputy and Saffron, by effective planning and monitoring reactively on shift.

Taking commercial accountability for your designated lounges (and other services, where relevant).

Maximizing revenue opportunities through commercial awareness of your airport, driving sales through setting clear targets.

• Systems: Ensuring all systems for your designated lounges (and other services, where relevant) are effectively managed in order to track and control all lounge costs, manage stock and Par levels, report on and react to business demand.

These include - Deputy, Saffron, Epos & Repos.

• Compliance: Ensuring your designated lounges, people (and other services, where relevant) are operating safely in line with legislation and procedure.

You will ensure policies, practices and online systems are compliant in all areas of the operation and if needed identify and areas for training or improvement.

• People: Ensuring your designated lounges (and other services, where relevant) are staffedoptimally, ensuring all sections are covered.

Induct and train the team to be fully competent in each area of the Lounge.

Ensure your team have development plans and all training is up to date, refreshed and audited.

Manage payroll costs in line with lounge revenue.

You will undertake regular 1-2-1's, performance management, recognise/reward and constantly advocate the No1 culture building the No1 community.

• Service: Ensuring all staff on shift are delivering service in line with the Operating procedures and all service tools are checked /available at the beginning and end of each shift.

Championing exceptional service and taking accountability for customer review including via Guest Relations, social and in lounge NPS.

You engage with all guests as the service champion and ensure the team are engaging positively with guests.

If service recovery or complaint handling is required, this is actioned in a timely manner.

RESPONSIBILITIES

• To uphold all Health and Safety, Process and compliance (inclusive of No1 Allergens), EHO, accident reporting, evacuation, fire safety, risk assessments and GDPR systems being fully adhered to and records completed and up to date.
• To be a 'Key holder' ensuring the agreed lounge opening hours are adhered to.
• Be the Management contact throughout your shift, effectively dealing with all internal, airport partner and third-party queries and issues.

Escalating to the Lounge Manager immediately when required.

• To be up to date with all company updates, correspondence and training. To respond to or action in a timely manner ensuring your team are up to date.
• To be responsive to, and organise roster changes, managing Deputy system in a timely manner appropriately.
• Manage payroll spend in line with lounge revenue. Maintain payroll to revenue spend budget through effective roster planning and reactive shift staffing management.
• To effectively set targets for your shift and brief the team accordingly, co-ordinating deployment of staff to optimise efficiency and service delivery.
• To be present on the floor, ensuring consistency in delivering service and standards to the company SOP's.
• Manage sales and revenue targets throughout your shift, whilst effectively manging capacity and guest experience.
• Accurately closing out tills and cashing up and invoicing.
• Reporting accurately, including: thorough handovers, completing clear and detailed shift reports and logging maintenance issues.
• Ensure systems are used to manage stock to par levels and consumable costs.
• Operating an effective shift in line with agreed budgets by exercising strict stock control and minimising wastage by stock rotation and working with stock reports.
• Coordinate and conduct regular 1-2-1 meetings completing PDPs and closing the skill gaps of the team through on-the-job training and other training programmes.
• Manage the onboarding, induction and training of any new staff.
• Take responsibility for each shift, ensuring that the guest experience is perfectly delivered in line with No1 Lounges service style and service recovery is actioned if necessary.
• To manage and monitor performance of all staff, documenting using the relevant paperwork, dealing with HR issues when relevant.
• To create, encourage and monitor workplace performance, culture & community, ensuring No1 Lounges is an inspirational place to work.
• Managing and coordinating capacity management in line with daily pax targets, bookings and overall staffing to ensure profitability.
• Support and assist your Lounge Manager where required for admin related duties including airport specific reporting and issuing and scheduling of IDs within airport regulations.
• Comply with all policies and procedures as written in the Employment Handbook and with appropriate information security standards and guidelines.
• Uphold confidentiality at all times and take reasonable precautions to protect the information accessed or used in your work.
• Willingness to help other team members wherever possible and to understand the flexibility required when business levels peak and trough.
• To undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities.
• GENERAL
• You will be working in shifts, so arriving in good time for the start of your shifts and logging your shifts using the No. 1 time management system is important
• You must comply with all policies and procedures as written in the Employment Handbook, SOPs
• Always uphold confidentiality of personal customer information and take reasonable precautions to protect the information accessed or used in your work in line with UK GDPR regulations
• Be willing to help other team members wherever possible and to understand the flexibility required when business levels peak and trough
• Undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities
• Have a clean and presentable uniform in line with company standards
• Engage with every guest–be ready to go the extra mile, each guest deserves a 'hello', 'goodbye'and a smile!

EXPERIENCE LEVEL

• Previous experience in customer service role an advantage
• Good command of the English language–written and spoken
• Enjoying engaging with customers is an essential part of the role
• Previous experience in a similar position and/or experience of shift work an advantage
• Computer literacy or familiarity with reception and electronic payment handling desirable
• An interest in the travel hospitality sector

• Speaking additional languages is useful but not essential!

BENEFITS

• 29 days paid holiday
• Complimentary staff parking provided at the airport whilst you are on shift
• Complimentary staff meal during your shift
• 5 complimentary lounge visits each year
• 25% discount for lounge visits for your friends and family
• Employee of the Month Reward & Recognition schemes–the chance for your hard work and dedication to be awarded with a £50 voucher every month
• 24-hour confidential employee assistant programme, which supports our employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being
• Refer a friend to No1 Lounges and receive £300 when they pass probation.