Collinson

Manager – Partnership Operations

Collinson

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
vendor managementbudget managementSOP developmentproject managementfood & beverage menu creationdesign and construction processesfinancial analysisguest experience enhancementquality service reviewscontract management
Soft skills
leadershipcommunicationcollaborationproblem solvinganalytical thinkingpresentation skillsadaptabilityrelationship managementtime managementcustomer service orientation