Director of Operations Excellence at HF Sinclair focused on leading sustainable operations and enhancing operational performance in refining processes. Overseeing strategic implementation and continuous improvement within the operations leadership team.
About the role
- Manager of Partnership Operations at Collinson leading guest experience for airport lounges. Overseeing third-party partners and ensuring operational excellence throughout the Americas.
Responsibilities
- Oversight and management of third-party providers to ensure operational requirements are consistently delivered and all SLAs are consistently achieved
- Key point of contact with Partnership stakeholders regarding delivery of guest experience and operational expectations across Partnership program network.
- Establish collaborative working relationship with Partnership stakeholders representing Airport Dimensions best interest within the daily working groups and at the senior manager level.
- Liaise directly on a pro-active and reactive basis with Partnership operations and guest experience staff, airport authorities, airlines, internal stakeholders, lounge clients, third-party provider executives and lounge staff to ensure successful lounge operations
- Establish and successfully manage vendor relationships
- Actively participate in the development of Guest Experience amenities to ensure operational feasibility
- Collaborate with Design & Construction, Finance, Guest Experience and Business Development disciplines within Airport Dimensions
- Manages operational costs against budget and takes action to identify positive and negative variances, checking invoices and billings in conjunction with finance department and acting on related discrepancies
- Participates in monthly, quarterly, and annual financial reviews with third-party providers identifying wins, losses, and key areas of concern
- Hold third-party providers accountable for performance and to the contracted Service Level Agreements (SLAs)
- Responsible for consistent and regular monitoring and reporting using appropriate measurement tools to ensure consistent delivery of expected guest experience and lounge operation and SLAs.
- Conduct regularly scheduled Quality, Service & Cleanliness (QSC) Reviews for all lounges, report results and create action plans across multi-company and cross functional departments for immediate and long-term results
- Ensures that the third-party providers, Airport Authorities and Airline/s are acting in accordance with their contractual and legal obligations
- Maintain all documentation for reporting and decisions at the lounge level
- Provides guidance and oversight to third-party providers to ensure the lounge product maximizes client (airlines, corporate etc.) and guest (end lounge user) satisfaction with their lounge visit experience and/or meets and exceeds all SLAs that are in place
- Instrumental in creation, accountability, and training of new and updated Standard Operating Procedures (SOPs) for the lounge operation.
- Responsible for consistent implementation of new product or service level enhancements with adherence to revised SOPs
- Regularly review, communicate, and follow up with third-party providers on all guest surveys and guest insights
- Responds to all questions or requests related to lounge operation, policies and any issue impacting the guest experience or network operations on an individual and network level
- Supporting all corporate marketing initiatives at the lounge level
- Develop and present executive level presentations on lounge and guest experience for senior management
Requirements
- Minimum of 5 years of leadership of a multi-operational/multiunit experience in a premier hospitality venue or in premium airport lounges management
- Understanding of food & beverage menu creation and trending product awareness
- Knowledge of design and construction processes and equipment specifications for production
- Ability to identify, draft and implement training processes and SOPs specific to partner guidelines and desires
- Excellent communication skills, including presentation and written with ability to adapt as necessary to audience.
- Experience in project development, delivery and management.
- Comfortable working in a matrixed environment and directing multiple parties to achieve focused outputs
- The experience and drive necessary to consistently deliver an uncompromising guest experience.
- Experience in managing budgets/budgeting, forecasting and small business P&L management with a reasonable understanding of legal contract language
- Analytical and a problem solver with the ability to develop solutions that drive greater efficiency and effectiveness
- Proven ability in managing multiple projects simultaneously under time sensitive operational conditions, consistently meeting deadlines and completing critical tasks.
Benefits
- 100% employer paid medical, dental, life & LTD insurance for employees
- 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
- Supplemental Insurance including STD, additional Life
- Priority Pass Membership
- Global Mentoring Program
- Wellness Programs
- Lifestyle Benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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