Head Of Executive Lounges & Hospitality - Aspire Executive Lounges

Head of Executive Lounges & Hospitality - Aspire Executive Lounges

Location: Brazil (Remote + Frequent Global Travel)
Reporting to: Global SVP Exec Lounges / Regional CEO (Latam)

Company Overview
Aspire Executive Lounges is the number one brand in UK, Europe and Australia and No 2 globally… and growing fast.
Our ambition is to the be the best, not the biggest – starting with guest experience.

Job Summary

With a dedication for guest satisfaction, we are seeking a

Head of Executive Lounges & Hospitality – Latam,

who shares our vision and values.
If you are a dynamic leader with a passion for hospitality, we want to hear from you!
Join our team and be a part of the journey in creating extraordinary guest experiences.

As our

Head of Executive Lounges & Hospitality

, you will play a pivotal role in shaping the guest experience today and for the future vision of the brand.

Main Duties & Responsibilities;
Leading and Inspiring: Motivate and lead our lounge hospitality teams to provide best in class service and create memorable moments for our guests.
Operations Excellence: Oversee day-to-day lounge operations.
Strategic Planning: Develop and implement strategies to enhance guest satisfaction, optimise revenue, and improve operational efficiency.
Staff Development: Recruit, train, and mentor staff to uphold our high standards of hospitality.
Guest Relations: Foster positive relationships with guests, handle feedback, and resolve issues to ensure exceptional guest experiences.
Financial Management: Manage budgets, control costs, and work towards revenue growth while maintaining high service quality.
Lead and manage multiple sites creating a synergy.
Empowering and developing our people to be the best and deliver the best, making the most of your resources and growing talent.
Drive commercial best practice, maximise on growth opportunities, exercising financial and revenue management.
Driving core financial performance metrics and maximising occupancy, density & seat turn.
Oversee all business areas with an eye for detail.
Ensure brand standards are consistently delivered while utilising guest feedback to increase performance against KPI's.
Embrace accountability for delivering the site business plan, supporting and enabling the bigger picture.
Demonstrate full knowledge of health and safety compliance and manage all audit processes to a high standard.
Be agile in your thinking and effectively manage your time to meet business needs.
This is multisite role required oversite of a regional portfolio of lounges.
You will lead the Lounge leadership team for your region with direct reports of several lounges and lounge managers and their teams.
You will work as part of the wider lounge SLT, working alongside operational and departmental piers to support the GSVP/CEO/CFO

.
You will become a key member of our global centre of excellence 'Global Chair of Hospitality & executive Lounges' a committee of industry experts and piers.
Ideally, demonstrating a Wealth Of Management Experience From Hospitality, Leisure, Retail Or Similar Background Driven By Guest Service And Business Results.

Commercial acumen in key for this role:
P&L accountability for induvial lounges and region
Leading and producing tender submissions for new lounges and developing new lounge business cases for investment committee approval, fully supported by reginal and global teams and experts.
Building strong relationships with airport teams, airlines & partners, negotiating contracts & commercial terms.
Driving and delivering annual strategic objectives & commercial goals (revenue & Ebitda)
Working with our global marketing teams to drive incremental revenue
Whilst operating at the highest standard, acting as an ambassador for the Business and our brands.

Guest experience
Delivering exception and constant guest experience for our guests, our airlines and our airports is our primary objectives and the heart of everything we do.
We are passionate about translating the hotel guest experience into the airport lounge experience.
Your role will include:
Delivering an exceptional guest experience that drives preference.
Ensuring your teams and staff are fully hospitality trained and deliver great service.
Ensuring a high level of quality & consistency of product
Align lounges and teams to global brand standards
Working with global customer experience, satisfaction & services teams
Developing new guest experience strategies that delight our customers.
Driving and maintaining guest NPS scores.

F&B Experience is also essential for this position.
With a ­­­visible passion to set a new standard.
You'll partner with our F&B teams, suppliers, development chefs, food consultants, brands and more to deliver innovative, delicious and memorable F&B experiences.
Recognise, facilitate, and upwardly drive standards and menu development based on customer insight, data, trends and demographic, reviewing menu design and concepts
Recognise, facilitate, and upwardly drive standards and menu development based on customer insight, data, trends and demographic, reviewing menu design and concepts with the Head of Lounges
Manage, exceed and maintain agreed cost targets.
Analyse sales and consumption reports feeding back into the lounge teams.
Creation of new and review of existing SOP's relating to all F&B delivery
Managing suppliers, products and crisis.
Collaborate with internal departments such as QHSE, legal, procurement and Accounts Payable on new products and implementations.
Lead the operational team through menu changes.
Be responsible for driving stock-taking accuracy within the business.
Responsible for monitoring delivery schedules of partners
Product forecasting data where necessary.
Direct, optimize and coordinate full order cycle tracking quantity of products within lounges
Comply with laws and regulations pertaining to a food and beverage business
Develop product strategy relevant to emerging customer, consumer, and industry trends to keep Aspire positioned as a market leader / preferred partner, building guest loyalty through our F&B offering
Create and deliver product offers aligned to customer satisfaction targets and business priorities
Evaluate opportunities and innovations in product and services, that deliver benefits in cost, working practice, customer experience and profitability, reporting back on where processes can be improved.
Challenge status quo, introduce robust controls, measure, and monitor performance, analyse results, creating a step change in approach and ongoing cycle of continuous improvement.
Help prepare the annual budget and the setting of departmental goals
Monitor budget and control expenses of F&B
Drive promotions that deliver great experiences for guests at a good value
Make sure credit and financial transactions are handled in line with company directives.
Manage food and beverage marketing programmes in conjunction with the Marketing Team
Ensure Locations are tracking stock replenished to minimise waste and recording waste accurately.
Determine minimum and maximum stocks for all food, beverage, material, and equipment.
Develop the lounge team and improve their performance through coaching and feedback, and create performance and development goals for colleagues.
Ensure colleagues are trained to deliver compliance and to the standards we expect
Personal Profile:
A seasoned hospitality professional across all areas: commercial, experience & operations
Multisite experience gained in a premium/luxury multisite environment.
Background in lounges, hotels, restaurants, or venues e.g., stadium hospitality (boxes)
Leadership experience compulsory
Clean driving license and criminal record (will need airside passes)
Hospitality education or qualifications desirable
Demonstrable track record – 7-10+ years in hospitality
Ideally holds a reginal position (area manager) or head office (multisite) vs single site
F&B experience essential (strategic level vs operational)
Experience of managing at senior level (lounge managers) – circa XX DR's
Willingness to be mobile travel (air, train, car) – home based (or any Swissport location)
Highly commercial, numerate & dynamic – able to lead a tender process and airline partner negotiations.
New lounge design, construction & opening experience desirable (or similar e.g., hotels/other)

Commercial & Financial
To become familiar with the lounge business plans, providing input in relation to performance improvements.
Ensuring Lounge revenue and EBITDA targets at met monthly quarterly and annually
Staff/FTE budgets managed and maintained
To ensure that all food and beverage expenses are kept in line with the budget, whilst maintaining a consistently high quality product and standards
Working alongside the F&B Manager to provide input into menu planning
To ensure full administration of all invoices, inputting all information onto company systems including H&S auditing, risk assessments and other quality measures.
To ensure stock levels are maintained to an adequate standard to support the needs of the lounge at all times
To provide the F&B manager with the relevant monthly information required relating to stock and purchasing for the Lounges
To control the staff levels and budget to ensure optimum performance – including overtime and casual staff.