General Manager - Airport Lounge

Hyde Park Hospitality • Buffalo, NY

22h • $75,000 - $85,000 • Onsite

About The Position

The General Manager leads all aspects of operations at The Club lounge inside Buffalo Niagara International Airport. The role oversees guest check-in, appearance care, concierge services, guest service, and food delivery, providing hands-on daily leadership and strategic direction to improve guest experience, service quality, and profitability. The General Manager develops team leaders and employees, supports workplace diversity initiatives, and maintains effective relationships with Airport Dimensions, clients, ownership, and other partners.

The position is the senior-most role assigned to the location and is responsible for lounge performance, including financial results, staffing, training, service standards, safety, sanitation, and regulatory compliance. The General Manager works actively in daily service operations, communicates and mentors team members, and ensures the lounge provides a safe, polished, and welcoming environment. The role is based on-site and operates in a seven-day operation, with weekend and holiday work required when needed.

Requirements

• At least five years of management experience in fine dining, a hotel, or another upscale hospitality venue, with at least five years of hospitality-industry experience that includes significant food-and-beverage and guest-relations experience.
• One to two years of experience as a General Manager or Assistant General Manager in a large operation.
• A bachelor’s degree related to business or hospitality, or equivalent experience.
• Ability to follow safety, health, and liquor rules and regulations.
• Proven leadership and experience managing effective client and partner relationships.
• Demonstrated ability to build and grow a successful team.
• Ability to understand a large, complex business and use that understanding to set strategy and drive improvement.
• Ability to manage multiple priorities, communicate professionally, and demonstrate a passion for high-level guest service.
• Excellent communication and presentation skills with front-line employees, clients, and corporate management.
• Experience with financials, preparation, and oversight.
• Excellent communication and computer skills, including knowledge of MS Office.
• Ability to maintain a presentable, polished appearance in keeping with service standards.
• Current state-approved alcohol certifications and food-handler or food-safety-manager certifications as required.
• Ability to pass and obtain a security background check and clearance to work in an airport environment.
• Above-average agility and dexterity, and ability to walk, stand, bend, or carry moderately heavy items for long periods.

Nice To Haves

• Experience in airport locations.

Responsibilities

• Provide collaborative, hands-on leadership for all lounge operations, including unionized team members, third-party partnerships, client relationships, and ownership.
• Take ownership of guest requests, service failures, and remedies, and consistently deliver exceptional guest experiences.
• Maintain strong relationships with guests, clients, and other departments.
• Respond to and resolve guest complaints, ratings, and reviews within Airport Dimensions’ specified time frames.
• Conduct human resources functions, including recruiting, hiring, progressive counseling, and terminations.
• Oversee scheduling, payroll, and team training.
• Motivate, coach, mentor, and develop frontline hourly employees and management staff.
• Ensure compliance with lounge operating controls, SOPs, policies, training programs, required certifications, procedures, and service standards.
• Manage the lounge’s P&L, monitor potential budget variances, and implement effective strategies in response.
• Manage lounge profitability while meeting cost-effectiveness and guest-satisfaction targets.
• Develop improvement action plans and implement cost savings.
• Achieve company and client financial targets and goals.
• Maintain and elevate health, safety, and cleanliness standards, including compliance with company food-safety programs.
• Report and track maintenance issues in the lounge.
• Monitor lounge reports daily, make decisions based on findings, and prepare monthly reports for ownership and other stakeholders.
• Make decisions in the best interests of the lounge and its partnerships.
• Establish a safe work environment through safety audits and inspections, safety-related training, and ongoing employee communications.
• Ensure compliance with TSA and local airport authority regulations.
• Maintain required employee records, including discipline records, in accordance with Hyde Park Hospitality progressive-discipline standards.
• Perform other duties as assigned.

Benefits

• Medical insurance, including health, dental, and vision.
• Cell phone stipend.
• Disability insurance.
• Vacation and paid time off.
• 401(k) plan with company matching.
• Employee Assistance Program (EAP).
• Employee corporate discounts on nationally recognized products and services, including childcare, electronics, entertainment, hotels, home, groceries, restaurants, auto, travel, and pets.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager