Operations Manager - Airport Lounge

Hyde Park Hospitality, LLC (HPH) is a strategic partner with Airport Dimensions and Sodexo at The Club - located within the Jacksonville International Airport. HPH brings both experience and expertise to every level of food service and customer care.

Airport Lounge Operations Manager Job Summary:

The Club is located alongside various shops and restaurants. It is a fast-paced, fun work environment that is growing in style and amenities.

The Club is looking for an Operations Manager with a minimum of 3-5 years of management experience in the food and beverage and/or hospitality industries. The ideal candidate possesses strong leadership, organization, and time management skills. The salary is intended to cover all hours worked with an expected weekly schedule of 50 hours per week. The weekly hours worked by the Operations Manager is subject to change based on the needs of the business.

The description below is designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications, which may be required of team members assigned to this job classification.

The work of the Operations Manager includes: working alongside the General Manager to deliver hospitality, manage operations, and lead and develop the team, working within established corporate policies and procedures to achieve customer satisfaction, company standards of quality and safety, through quality customer service, communication and general problem solving, as well as coordinating administrative and operational activities of assigned team members. In addition, the Operations Manager shall perform a full range of bartender, concierge and customer service duties in support of company and customer operations. The Operations Manager will have proficient knowledge of all operational policies and procedures and of all positions. Training and development of all team members is an important responsibility. The Operations Manager builds a team of talented individuals by administering and monitoring a consistent training program. The duties of an Operations Manager include but are not limited to:

• Completing paperwork related to daily liquor usage / inventory / orders
• Following all established human resource policies and standard operating procedures
• Performing administrative tasks as required.
• Possessing basic working knowledge of alcoholic beverages
• Other duties as assigned
• Coordinating new hire orientations
• Coordinating with Lounge Manager to resolve service issues requested by the guests in assigned customer or lounge
• Conducting all interviews and selection for new hires and keeping staffing levels up to full staff level
• Generating team schedules to meet in required timeframe to meet business needs while following established labor budget
• Restocking snacks, coffee, cups, glasses, ice, etc. in all service areas
• Directing the activities of all team members
• Monitoring the activities of team members actively to ensure the delivery of great guest service
• Completing and submitting paperwork related to new hires
• Interacting with airline/airport passengers via a premier clubroom/bar environment and maintaining an active presence throughout the lounge to deliver exceptional hospitality
• Meeting customer and passenger needs through communication and courteous customer service skills
• Coordinating with Lounge Manager to reorder liquor and food inventory for assigned customer or lounge
• Responsible for coordination of assigned team members in accordance with the Company’s policies and applicable laws
• Administering discipline to staff as necessary using Progressive Discipline
• Maintaining a neat work environment, kitchen and passenger seating area including picking up and washing dirty dishes, disposing of trash, etc.
• Completing payroll for all employees
• Verifying and/or performing daily inventory count
• Leading by example
• Communicating with General Manager and entire team effectively regarding all operations, including food issues, VIP guests, reservations, and changes to business levels
• Monitoring number of alcoholic beverages served to passengers and alert management to potential problems
• Conducting and coordinating training and development of team through continual training

The Operations Manager reports directly to the General Manager and Regional Manager as applicable by location. The Operations Manager receives and follows directions from the General Manager regarding daily operations.

Operations Manager Job Requirements

High school diploma or GED is required. Five years previous customer service or hospitality experience and/or training, or equivalent combination of education and experience preferred. Proficient PC skills required including; Microsoft Office Suite, including Email and Excel. Must be at least 18 or 21 years of age as applicable by state law. Must be able to handle multiple tasks at once as well as possess excellent interpersonal skills in order to communicate effectively to customers and passengers in a friendly and professional manner. Knowledge of and experience in general office/document administration. Able to work rotating shifts including weekends (i.e. Friday, Saturday and Sunday), holidays and days off. Ability to read, write, fluently speak and understand the English language.

Operations Manager Essential Job Functions

Must be able to perform the following essential duties complying with company standards:

• Must be able to pass and obtain security background check and clearance to work in airport environment
• Ability to handle the stress of a fast-paced work shift
• Ability to read and interpret basic documents, and comply with all company policies and procedures
• Ability to solve practical problems and deal with a variety of passenger/customer issues
• Report to work on a regular and timely basis.
• Ability to interpret instructions furnished in written, oral, diagram, or schedule form
• Pass and maintain all necessary licenses and certifications including, but not limited to, state liquor seller-server certification (TIPS/TABC) and state/local health department food handler certification
• Possess knowledge of P&L, inventory controls, and waste reduction
• Motivate assigned team members to achieve desired results
• Ability to cooperate with peers, customers, and supervisors of diverse nature who may hold divergent views
• Ability to perform tasks safely and according to established procedures to prevent personal injury, injury to others and avoid damage to the environment, facilities, and equipment
• Must be able to push and/or pull 120 pounds with the assistance of a wheeled cart
• Ability to add, subtract, multiply and divide using whole numbers, common fractions and decimals including the ability to compute discounts and percentages
• Ability to train and develop team through continual training
• Ability to follow all lawful safety, health and liquor rules and regulations
• Read, analyze, and complete documents for compliance such as the Alcohol Management Certification, Liquor License requirements, month-end customer audits, professional journals, safety rules, operations and internal policy and procedure manuals
• Ability to speak effectively in one-on-one and small group situations before customers or Company team members
• Personal appearance and grooming that will present a favorable corporate and customer image
• Ability to bend, climb up/down, crouch, hear, kneel, reach, speak, stand, turn, twist, walk
• Possess strong leadership, organization, and time management skills
• Must be able to stand during entire scheduled shift
• Must be able to lift 40 pounds, 40 inches high without the aid of another person

Benefits

• Cell Phone Stipend
• $54,000-$56,000 salary
• Disability Insurance
• Vacation and PTO
• Employee Corporate Discounts for nationally recognized products and services (childcare, electronics, entertainment, hotels, home, groceries, restaurants, auto, travel, and pets)
• Medical Insurance (Health, Dental, Vision)
• Employee Assistance Program (EAP)
• 401K Plan with generous Company Matching

About The Company

Hyde Park Hospitality (HPH) is a young—but dynamic and fast-growing—company built on deep roots in the food business. HPH earned Crain’s Fast 50 Award in 2022 for being one (ranked 23rd) of the fifty fastest growing businesses in the Chicago-area! We provide services ranging from airport concessions, management staffing, brand licensing, to contracted food and facilities management. With a 90% diverse senior management team, HPH values diversity and welcomes everyone with necessary qualifications and experience, regardless of race, gender, sexual orientation, age, disability, veteran status, and any other protected status, to apply. Learn more about us at hph-us.com.

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