Terminal Manager

Plaza Premium Group is the global leader in airport lounges and hospitality With over 25 years of experience, we are redefining travel by creating seamless, world-class airport experiences in over 350 locations worldwide. From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travelers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board Job Summary This role will be responsible for monitoring the day-to-day operations of the Lounge and restaurant in accordance with Plaza Premium’s core values. Provide support to the General Manager and Regional Operations Director in building and managing customer relationships. Lead, supervise and develop employees in delivering high standards of service quality to enhance the passenger experience. Key Responsibilities Provide guidance and support in overseeing the day-to-day activities of the lounges, restaurant, meet and greet by assigning, prioritizing activities and monitoring operating standards. Oversee the training and development of new and existing employees in accordance with the company’s expectations and the safe execution of job functions. Supervise and motivate front-line staff to deliver high standards of exceptional customer service and make appropriate rectifications when required. Handle guest inquiries, feedback, and c complaint resolution professionally and promptly. Escalated complaints to Management’s level in a timely manner when required Oversee the implementation of operational policies, health and safety guidelines. Manage booking processes, monitor service performance and implement continuous improvements. Ensure compliance with health, safety, and security policies. Coordinate with other departments to ensure seamless passenger experience. Conduct staff training and development related to service standards and procedures. Maintain cleanliness and presentation standards of the lounge and associated facilities. Assist in inventory management, procurement, and stock control. Support promotional and marketing initiatives to enhance brand visibility. Conduct meetings with employees in an effort to improve morale and foster good company-employee relations Set up cleaning schedules or monitor the operations team to carry out regular checks of all areas of the lounges to ensure cleanliness and tidiness Maintain excellent relationships with guests and other departments. Set up procedures in providing efficient and effective service recovery to customers when needed. Maintain effective communication with employees and ensure the Assistant Managers / Supervisors make appropriate role assignments. Ensure incident reports are prepared within the timeframe and appropriate action taken as necessary. Building rapports with airlines, corporate partners and Airport Authority. Set up work procedures in compiling accurate daily closing reports, prepare statistics reports, help with budget preparation, attend P&L meeting and process and disseminate information as necessary. Other related responsibilities and special or ad hoc projects, as assigned Qualifications Required Bachelor’s degree in Hospitality, Management or equivalent post-secondary qualification Three (5) years’ experience in hospitality, customer service, or airport lounge management. Previous Supervisory Experience Able to obtain Transport Canada clearance for security pass (RAIC) to work at the airport. Strong analytical and time management skills Excellent supervisory and leadership skills Excellent communication both orally and in writing Strong problem-solving and interpersonal skills. Ability to work effectively under pressure and handle multiple tasks in difficult situations. Customer-centric mindset with attention to detail. Knowledge of airport operations and safety protocols preferred Experience with Meet and Greet services and VIP handling preferred Able to obtain Transport Canada clearance for security pass (RAIC) to work at the airport. Proficiency in multiple languages is an advantage preferred Working Conditions Ability to stand for extended periods. Ability to lift up to 20 lbs. Must be flexible to work weekdays/weekends and statutory holidays. Must be available to work flexible shifts early morning/day/evening shifts Why Join Us? At Plaza Premium Group, you’ll be part of a collaborative team that values innovation, excellence, and a shared commitment to delivering exceptional experiences. This is your chance to grow your career in an environment that celebrates your contributions and empowers you to thrive. Ready to make your next career move? Apply today and help us shape the future of our workplace. Plaza Premium Group offers: Paid health benefits package Access to our Global lounges for you and your family Smart Traveler Loyalty Program Recognition We strive to be inclusive of the diversity of our employees, invest in their development, and foster a collaborative and respectful work environment where all employees feel like they belong and matter. We are committed to employment equity and encourage applications from women, First Nations peoples, persons with disabilities and members of visible minorities. In accordance with AODA, applicants with disabilities requiring accommodation during the recruitment process are encouraged to make their needs known in advance. Due to Canadian Immigration regulations, only applications from Canadian citizens or other individuals legally entitled to work in Canada will be considered. We thank all applicants in advance for their interest, however only those being considered will be contacted.