Senior Manager / Director of Operations (Airport Hospitality)

About the role

We are seeking a seasoned operations leader to oversee multiple airport hospitality stations. The role focuses on delivering consistent service quality, driving operational excellence, and aligning daily execution with corporate strategy.

Key responsibilities

• Lead day‑to‑day operations across several stations, ensuring service standards and efficiency.
• Coordinate cross‑departmental teams including lounge, facilities, procurement and support functions.
• Maintain hospitality standards, cleanliness, and overall guest experience.
• Develop and support training programs to raise frontline capability.
• Oversee facilities management to keep environments safe and functional.
• Manage in‑shop activations and commercial initiatives.
• Direct procurement processes from an operations perspective.
• Ensure smooth back‑of‑house coordination to support front‑end service.
• Handle client and guest interactions, driving satisfaction and issue resolution.
• Lead incident management, escalation, investigation and resolution.
• Act as liaison between operations and HQ, ensuring alignment with corporate SOPs and reporting.
• Provide operational feedback for continuous improvement and support rollout of group‑wide initiatives.

Required profile

• Degree in Hospitality, Business, Operations Management or related field.
• Minimum 8 years of operations experience, preferably in multi‑site, airport or hospitality environments.
• Proven track record managing multi‑station operations with strong execution focus.
• Experience in service delivery, cleanliness, facilities and guest experience management.
• Strong leadership, people development and coaching abilities.
• Hands‑on operator with high attention to detail and accountability.

Required skills

What we offer

• Opportunity to lead a high‑visibility, multi‑station operation in a dynamic airport environment.
• Collaboration with cross‑functional teams and senior leadership.
• Professional growth through strategic projects and HQ initiatives.