Senior Manager / Director of Operations (Multi‑Station Hospitality)

About the role

We are seeking a seasoned operations leader to oversee multi‑station airport hospitality environments. The role focuses on delivering operational excellence, driving cross‑functional collaboration, and ensuring service quality that aligns with corporate strategy.

Key responsibilities

• Lead day‑to‑day operations across multiple airport stations, maintaining consistent service standards and operational efficiency.
• Coordinate cross‑departmental teams including lounge operations, facilities, procurement, and support functions.
• Oversee service delivery, hospitality standards, cleanliness, and overall guest experience.
• Support and develop training programs to enhance frontline capabilities and operational competencies.
• Manage facilities to ensure safe, clean, and functional environments.
• Drive in‑shop initiatives and activations that meet commercial objectives.
• Supervise procurement processes from an operations perspective and maintain inventory oversight.
• Ensure smooth back‑of‑house coordination to support front‑end service delivery.
• Handle client and guest interactions, ensuring high satisfaction and timely issue resolution.
• Lead incident management, including escalation, investigation, and resolution.
• Align operational execution with headquarters directives and reporting requirements.

Required profile

• Degree in Hospitality, Business, Operations Management or a related discipline.
• Minimum 8 years of operations experience, preferably in multi‑site, airport or hospitality settings.
• Proven track record managing multi‑station operations with strong execution capability.
• Experience in service delivery, cleanliness, facilities, and guest experience management.
• Exposure to cross‑functional collaboration, procurement, back‑of‑house, and HQ coordination.
• Strong knowledge of inventory control and procurement processes.
• Demonstrated ability in training, coaching, and team development.
• Hands‑on operator with high attention to detail and strong accountability.
• Strong leadership and people‑management skills.

Required skills

• Hands‑on operational execution.
• Leadership and team management.
• Training, coaching and interpersonal communication.
• Financial acumen and business performance management.
• Attention to detail and ownership mindset.