Assistant Manager - Aspire Lounges Airport

Overview

Hospitality Assistant Manager | Aspire Lounge Birmingham AirportReporting to:
General Manager, Aspire Lounge Birmingham AirportSalary:
Competitive

Location:
Birmingham Airport

Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Pre-flight Hospitality?

If you have a passion for delivering world class guest experience, have a passion for the Hospitality Industry, enjoy working as part of a Team and enjoy meeting new faces every day, then this is the role for you. Operating since 1987, Aspire Lounges are an award-winning hospitality experience, which has grown to become Europe’s largest brand of Pre Flight Hospitality & second by scale globally.

We serve over 6m+ customers worldwide within 100 + lounges & over 18,000 guests per day. Over 1.2m guests are within the UK & Ireland.

We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘time well spent'.

We are seeking candidates for an exciting opportunity to join a high-flying team of pre-flight hospitality professionals at our Birmingham Airport Lounges and to continually improve the Aspire Lounge offering to meet our ambition of being the Best Lounge provider globally.

Job Summary:

The Hospitality Assistant Manager supports the Hospitality General Manager in leading lounge colleagues to deliver Aspire’s People, Place & Provender hallmarks, embedding the People Pillar attributes of Empathy, Efficiency & Discretion into every touchpoint. The role ensures consistent delivery of the Aspire service standards and operating procedures. This role involves managing a team of hospitality colleagues, both culinary and guest experience disciplined, maintaining the lounge's standards & implementing strategies to improve the guest experience and revenue generation.

This is a hands-on leadership role, responsible for driving service excellence on shift, coaching colleagues in real time, and ensuring the smooth, efficient & consistent delivery of Aspire service standards across the full guest journey.

You will need to be to be Guest obsessed, open minded, a highly intuitive individual with a creative and modern view of hospitality. We are looking for meticulous attention to detail with relaxed characters who are fun and outgoing. An all-round team player with technical expertise.

Key Responsibilities:

Safety:

• Conduct audits and inspections promoting safe observations and acting on near misses.
• Build a just safety culture upon our safety commitments to minimise Lost Time Incidents.
• Monitor adherence to Safety, Hygiene, training, COSHH and Fire regulations, ensuring all HIRA’s are kept up to date.
• Strive for excellence across all KPI’s & review performance against the Global Lounge Scorecard matrix.

Team Leadership:

• Assist with the recruitment, engagement, and supervision of the best hospitality talent, supporting the management of attrition.
• Schedule colleague shifts, allocate duties, and monitor performance to ensure efficient operation and adherence to service standards.
• Provide coaching & feedback to colleagues to foster a positive work environment & continuous improvement.
• Leading the team of colleagues on shift, ensuring the team consistently applies the three service standard pillars of Empathy, Efficiency and Discretion in dealing with Guests.
• Supporting the embedding of daily behavioural reinforcement through Hospitality Briefs modelling Aspire’s service standards.
• Act as liaison between management & team, conveying directives, providing guidance & addressing concerns.

Brand & Service Excellence:

• Champion Aspire’s People Pillar principles, ensuring all behaviours reflect Empathy, Efficiency and Discretion.
• Ensure the highest level of guest satisfaction by maintaining cleanliness, ambiance, and service standards in the lounge.
• Address guest enquiries, concerns, and complaints promptly and professionally, striving to exceed expectations.
• Oversee delivery of personalised moments such as loyalty recognition and tailored experiences based on recognised segments.
• Ensure team members deliver service according to the Aspire service standards, values, and…