Premium Lounge Operations Manager

4 months ago

Dorval, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

Air Canada's guiding brand principles - Flight Path - puts the customer at the centre of everything we do. A welcoming, thoughtfully designed, and loyalty-building customer experience, supported by glowing-hearted hospitality is integral to realizing our company's customer-centric vision. in alignment with these values, we are seeking a dynamic and proficient Global Lounge Operations Manager.

This pivotal role, reporting directly to the Senior Manager of Premium Product, plays a crucial part in orchestrating daily lounge operations across our expansive network. As the primary liaison for all lounge-related queries, this role demands active involvement in a variety of operational aspects, including hospitality, food and beverage services, and crucially, supporting a range of projects under our multiyear product investment roadmap.

**Responsabilities**:
**Operational Efficiency and Continuous Improvement**:

- Spearhead initiatives to streamline and resolve operational challenges within our Maple Leaf Lounge network, encompassing 29 lounges/cafes/suites.
- Implement proactive maintenance strategies, collaborate with airport partners, manage supplier facilities, and guarantee a seamless passenger experience.
- Coordinate with customer experience and airport operations teams to ensure consistent service delivery.
- Play a key role in the revitalization of our lounge network, including the launch of new lounges.
- Lead initiatives to boost operational efficiency and cost reduction.
- Analyze processes for improvement opportunities, monitor performance metrics, and integrate customer feedback to enhance guest experience.

**Vendor and Supplier Management**:

- Collaborating with key suppliers, resolve service failures and/or operational deficiencies in service.
- Conduct periodic vendor performance reviews while understanding quality from the client's perspective, utilizing tools and techniques to identify and rectify situations, considering the context and assessing the impacts on the organization. This includes incorporating quality management as a key function in day-to-day operations.
- Establish and maintain relationships with suppliers and vendors.
- Assist in negotiating contracts and agreements to ensure favorable terms and conditions.

**Technology Integration and Innovation**:

- Assist the Ground Product Design team in identifying opportunities to leverage technology for operational efficiency.

**Data Management and Decision Support**:

- Collect and analyze data for strategic decision-making.

**Logistics and Financial Management**:

- Assist in implementing menu costing practices to ensure optimal pricing and profitability.
- Assist in managing the logistics of lounge operations, including inventory and supply chain processes.

**Qualifications**
- Bachelor's degree in Hospitality Management, Customer Experience Design, or related field.
- Deep understanding of professionalism and ethics in hospitality.
- Strong problem-solving and decision-making abilities.
- Data-driven analytical skills.
- Expertise in quality and customer experience management.
- Wine and food knowledge is advantageous.
- Exceptional organizational skills and attention to detail.
- Capable of handling multiple projects in a fast-paced environment.
- Fluent in English, both written and spoken; French fluency is beneficial.
- Must be willing to frequently travel (>30%) to various locations within our global network to ensure the highest standards of lounge operations are maintained and to facilitate direct oversight and coordination.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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