Lounge Supervisor

JOB SCOPE:Supervise daily lounge operations to ensure consistent service delivery, guest satisfaction, and adherence to company standards across all service areas. Lead, guide, and support frontline staff by monitoring performance, ensuring proper grooming and conduct, and maintaining smooth workflow coordination. Manage inventory, ordering, receiving, and cost-control processes for beverages, amenities, housekeeping supplies, and operational materials to support efficient lounge operations. Conduct regular lounge inspections, resolve service issues, and ensure compliance with HACCP, Municipality regulations, airport safety requirements, and internal SOPs. JOB RESPONSIBILITIES:Oversee daily lounge operations to ensure a seamless, high-quality guest experience across all service touchpoints. Supervise, guide, and support GSOs, waitstaff, bartenders, stewards, and housekeeping teams to maintain service standards and operational efficiency. Lead the check-in and front desk operations, ensuring accurate entitlement verification, proper documentation, and compliance with company and airport policies. Manage staff deployment and scheduling to ensure optimal coverage during peak and off-peak hours. Conduct regular lounge walk-throughs to monitor cleanliness, food & beverage presentation, seating availability, shower facilities, and overall guest readiness. Handle guest enquiries, escalations, and complaints professionally, ensuring timely resolution and effective service recovery. Drive revenue generation by motivating and guiding staff to upsell lounge packages, premium services, beverages, and Smart Traveller memberships. Implement and monitor cost-control measures by managing resource usage, minimizing wastage, optimizing inventory accuracy, and ensuring disciplined consumption of operational supplies. Coordinate with culinary, stewarding, and housekeeping teams to ensure timely replenishment, cleanliness, and readiness of all service and guest areas. Ensure HACCP and Municipality food safety-related cleaning and handling standards are strictly followed across all F&B, kitchen, and service areas. Oversee monthly inventory and stock-taking processes for beverages, amenities, housekeeping supplies, and operational items, ensuring accurate records and variance control. Manage the ordering of lounge operating supplies—including housekeeping stock, beverages, amenities, and stationery—in coordination with Procurement, and oversee proper receiving and documentation. Monitor and maintain inventory for guest amenities, F&B items, disposables, cleaning materials, and operational supplies to ensure availability at all times. Ensure strict compliance with airport safety standards, security protocols, hygiene guidelines, and company SOPs. Monitor staff grooming, punctuality, performance, and adherence to service protocols; provide coaching, corrective guidance, and support as needed. Conduct pre-shift briefings to communicate flight loads, VIP arrivals, daily service expectations, operational updates, and team assignments. Oversee the handling of lost and found items, ensuring accurate documentation and safe custody according to company and airport procedures. Verify cash handling, POS transactions, vouchers, and financial records to ensure accuracy and compliance. Coordinate closely with Duty Managers, Airport Authorities, Airline Representatives, and external partners to support smooth operations. Prepare operational and performance reports, including upselling results, cost-control observations, service issues, and recommendations for improvement. Ensure all equipment and facilities (IT systems, POS terminals, kitchen equipment, washrooms, showers, and housekeeping machines) are functioning properly; report and follow up on maintenance requests. Support onboarding, ongoing training, and development of staff to maintain consistent service standards and operational excellence. Respond to operational irregularities (flight delays, high passenger loads, VIP guests) by reallocating staff and adjusting operational priorities. Uphold a culture of guest-centricity, teamwork, accountability, cost awareness, and continuous improvement within the lounge. Perform any additional duties assigned by the Duty Manager, Operations Manager, or Management to support efficient lounge operations. JOB REQUIREMENTS:High school / Hospitality diploma or above preferred Minimum of 3 years' experience in F&B industry, including but not limited to restaurants, lounges, fast food outlets Service-oriented and a good team player Strong leadership, communication and interpersonal skills • Strong spoken English skills are required; proficiency in Arabic would be an advantage.Shift duty is required Work location: Airport About the CompanyHello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy.You don't need to be from this industry; you do need to be passionate.Who we are:We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.Join our family today.Together, we'll make travel better.