Overview
Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Pre-flight Hospitality?
If you have a passion for delivering world class guest experience, leading hospitality teams and enjoy meeting new faces every day, then this is the role for you.
We are Aspire Lounges. With more than 35 years of award-winning hospitality experience, we are Europe’s largest brand of lounges and serve over 6 million customers worldwide within 100 lounges, that’s over 18,000 guests per day. We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘time well spent'.
We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals at Inverness Airport and to continually improve the Aspire Lounge offering to meet our ambition of being the Best Lounge provider globally.
Job Summary:
The Lounge Supervisor reports to and supports the UK & Ireland Operations Manager by leading the daily operations of the Inverness Aspire lounge, ensuring a high standard of service and guest satisfaction. This role involves leading staff management & Rosters, guest relations, operational tasks, and revenue
generation initiatives. The role is a leadership role of a small team of 7 employees, but our supervisor is an active, hands-on member of the team day to day.
Responsibilities
Key Responsibilities:
1. Safety:
• Conduct audits and inspections promoting safe observations and acting on near misses.
• Build a just safety culture upon our safety commitments to minimise Lost Time Incidents.
• Monitor adherence to Hygiene, COSHH and Fire regulations ensuring up to date risk assessments and compliance with the Aspire Global Operations Manual.
2. Support Management:
• Assist with the recruitment, engagement, and supervision of the best hospitality talent, positively affecting attrition.
• Schedule staff shifts, allocate duties, and monitor performance to ensure an efficient operation and adherence to service standards.
• Provide coaching and feedback to staff to foster a positive work environment and continuous improvement.
• Act as liaison between management and team, conveying directives, providing guidance, and addressing concerns.
3. Guest Experience:
• Ensure the highest level of guest satisfaction (NPS and customer satisfaction scores) by maintaining cleanliness, ambiance, and service standards in the lounge.
• Handle guest enquiries, requests, and feedback in a professional and timely manner, striving to exceed expectations and enhance guest satisfaction.
• Playing a key hands-on role in a close-knit team, upholding Food Safety compliance, elevating the guest experience, and supporting the achievement of operational KPIs.
4. Operational Support:
• Assist with inventory management tasks, such as monitoring stock levels, ordering Food and Beverage, and conducting regular stocktakes to ensure adequate inventory levels.
• Help maintain cleanliness, organization, and ambiance in the lounge with housekeeping and maintenance activities as needed.
• Support the implementation of new policies, procedures, and service standards, providing guidance and reinforcement to staff as needed.
5. Revenue Control:
• Identify opportunities to increase revenue through upselling, cross-selling, and promotional activities.
• Work to understand together with our finance business partner to analyse financial performance metrics and trends to identify areas for improvement.
• Provide administrative support with financial and system reconciliations to maintain accurate records.
The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.
Qualifications
Skills:
• Ability to roll your sleeves up and be one of the team interacting with guests, our partners and suppliers.
• Previous Allergens and Level 2 Food Safety qualifications (new training will be provided).
• Proven experience in a supervisory role within the hospitality industry, preferably in a premium lounge, hotel or upscale restaurant setting.
• Strong communication, interpersonal and supervisory skills.
• Ability to multitask, prioritise tasks, and work effectively under pressure in a fast-paced environment.
• Ability to be flexible with shifts depending on operational needs to cover a 7-day operation including early morning starts, evening finishing times.
• Proficiency in computer applications and systems, such as Microsoft Office suite.
• Knowledge of industry best practices, service standards, and safety regulations.
Benefits:
• Free parking whilst at work.
• Uniform provided
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Free meals and soft drinks during shifts.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme.
• Discounted access to Aspire lounge network for family and friends