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The following responsibilities are associated with this job role:

Safety Leader

• Assures all employees comply with company rules and procedures and other authority requirements like Health and Safety guidelines
• To ensure that all people management practices, procedures and processes are implemented consistently across the lounge
• Implements and monitors the local emergency plan

P&L Management

• Ensure labour to revenue targets are met as per lounge requirements.
• To control ‘cost of sales’ within budgetary targets and increase point-of-sales revenues to deliver against the corporate annual projection. Spot trends, audit and report on potential business improvements/developments.

Leadership and Stakeholder Management

• Establish strong leadership with supervisory staff through excellent communication skills and by ensuring a positive work environment.
• Take disciplinary action with subordinates as needed as well as recognise good performance
• Participate in meetings internally and externally as may be required
• Solves conflicts/irregularities and takes appropriate action.

Quality Focus, Service Delivery and Operational Efficiency

• Always ensure a prompt and high standard of quality guest service to the leisure and business travellers in order to maintain guest satisfaction.
• To control and direct resources ensuring manpower is adequate and deployed efficiently within the Lounge within agreed budgetary targets.
• To ensure staff are trained and mentored to provide an uninterrupted consistent ‘on-brand’ level of service.
• Efficient Resource Planning (manpower, equipment) in collaboration with the planning department.
• To manage /co-ordinate operations with lounge management teams to ensure required resources are available in order to deliver consistently high standards
• Monitor and control performance KPIs such as Passenger spend per head.
• Address and deal with complaints promptly
• Ensure that administrative and control policies and procedures are maintained on their designated shifts.

Business Growth and Strategy

• Work with the head office Travel Services Department, business partners and agencies, to seek out and implement local marketing initiatives to maximise revenue streams.
• Develop commercially advantageous relationships with the Airport Authority and key members of the Airport retail environment.
• Identify and develop good relationships with key corporate users and potential customers in the local area to increase awareness, utilisation and regularity of custom.
• Generate and motivate the Lounge team to market and increase ancillary revenue streams such as walk up sales, champagne packages and enhanced food offerings.
• Is expected to demonstrate a pro-active approach to identifying opportunities and challenges to maximise the full business potential in the market.
• Challenging the operational status quo to support improved business performance and growth.
• Responsibility to develop and enhance the customer relationship at an operational level as well as ensure that any new business/ renewal is commercially aligned and supports delivery of the lounge P+L objectives.

Relationship Builder

• Successfully build relationships and complete trust within the business, with particular emphasis on the Head of Department peer group and Business unit Heads.
• Maintain close and effective business relationships with customers, trade unions and various control authorities such as Airport Management, and other regulatory bodies.
• Drive a customer centric culture through your teams, creating an environment that focuses on understanding our customers' needs and their changing business priorities to continually seek to create value and become a true partner of choice.

LEADERSHIP QUALITIES

Leading and Facilitating Change

• Communicates what is changing and why
• Involves others to develop a sound approach
• Implements Change

Applying Commercial Acumen

• Analyse key indicators
• Integrate and focuses on decision making
• Focuses on Customer

Coaching and Developing Others

• Clarifies performance and align high expectations
• Provides timely feedback
• Applies Coaching

Making Decisions

• Analyses Situation
• Develops Solution
• Implements Solution

Managing Performance for Success

• Sets ambitious but achievable performance goals
• Creates a performance enhancing environment
• Evaluates performance and takes action
• Executing and Getting Results
• Maintains Focus
• Measures Progress and Outcomes
• Ensures and accepts accountability

KEY PERFORMANCE INDICATORS

Safety

• Workplace and Single Point Inspections and Assessments
• Reported Lost Time Injuries
• Safety Observations and Near Misses
• Health and Safety Meetings
• 5 star food hygiene ratings to be achieved/maintained
• COSHH regulations to be adhered to/assessments passed consistently

Finance Metrics

• Labour to Revenue and Overtime Control
• Fixed and variable cost
• Revenue and profit margin
• Worked hours to weighted turns
• Ancillary and Performance Related Revenue

HR Metrics

• Employee Recruitment
• Engagement and Retention
• Kronos and Timekeeping
• Employee Value and Performance
• Absenteeism
• Training and Development

Quality targets as set by Swissport and/or as agreed with customers

• Other KPIs as defined by the business unit

ESSENTIAL SKILLS

• You will have the ability to accept and embrace change as a constant and unpredictable feature of your working environment.
• Can communicate clearly with your people to help them understand Swissport Western Europe direction.
• Be able to build positive and trusting relationships.
• Be open to different opinions and seek a collaborative approach.
• Embrace an ideas culture to enable teams to create an agile edge.
• Promote flexibility, adaptability and agility in order to enable contingency time.
• Demonstrate a sense of urgency and the desire to improve the delivery of services and a commitment to continuous improvement.
• Personal and professional integrity of the highest order
• Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment.

QUALIFICATIONS AND COMPETENCIES

• Excellent working knowledge of business management principles and practices, financial concepts, and key drivers of profitability and operational performance delivery.
• A minimum of 3 years’ experience with significant P&L accountability and leadership of large teams.
• Fluent spoken and written English.

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.

CAREER PROGRESSION

Career progression opportunities will be in line with the Swissport Structures.

COMPANY TRAINING MODULES

Training modules in accordance with Swissport Global and Western Europe standard training selector and Swissport Western Europe Planning technical requirements. Relevant leadership training including Active Supervision and Active Leadership.

GDPR

• Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.

DIVERSITY & INCLUSION

Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles. Specifically, you are required to:

• 
  comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments);
• respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics;
• report and act upon all instances of discrimination, harassment, and bullying;
• proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination;
• proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity;
• ensure changes to policies and practices are screened for compliance with equality and diversity principles, and embed compliance as a key performance indicator in strategic planning and project work;
• evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity.