General Manager - Airport Lounge

Hyde Park Hospitality • Buffalo, NY

5d • Onsite

About The Position

The General Manager oversees all operations at The Club lounge inside Buffalo Niagara International Airport, where guests can relax and enjoy food, beverages, and guest services before their flights. This is a hands-on leadership role responsible for the quality of lounge operations, guest experience, profitability, team development, and day-to-day service delivery. Core services include guest check-in, appearance care, concierge services, guest service, and food delivery.

The General Manager provides daily leadership and long-term strategic direction, develops team leaders, and supports workplace diversity initiatives. The role builds collaborative relationships with Airport Dimensions, clients, ownership, airport partners, and lounge team members, while serving as the senior-most person assigned to the location. The General Manager ensures compliance with company policies, operating standards, food and sanitary safety requirements, auditing procedures, statutory regulations, TSA requirements, and local airport authority regulations.

This is an on-site position at a seven-day operation. Candidates must be available to work weekends and holidays when needed. The role requires at least five years of management experience in fine dining, a hotel, or another upscale hospitality venue, including significant food-and-beverage and guest-relations experience. A Bachelor’s degree related to business or hospitality, or equivalent experience, is required.

Requirements

• At least five years of management experience in fine dining, a hotel, or another upscale hospitality venue.
• At least five years of hospitality-industry experience, including 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 applicable safety, health, and liquor rules and regulations.
• Demonstrated leadership ability, including building and growing a successful team.
• Ability to understand a large, complex business, set overall strategy, and drive business improvement.
• Ability to manage multiple priorities and demonstrate professional communication skills and a strong commitment to guest service.
• Excellent communication and presentation skills with frontline employees, clients, and corporate management.
• Experience with financials, preparation, and oversight; ability to understand P&L statements and manage financial performance.
• 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 the security background check and clearance required to work in an airport environment.
• Physical ability and characteristics required for the work, including above-average agility and dexterity and the ability to walk, stand, bend, or carry moderately heavy items for extended periods.
• Availability to work weekends and holidays when needed.

Nice To Haves

• Experience in airport locations.
• Experience managing food-and-beverage outlets in a hotel, private club, restaurant, or other hospitality venue.
• Experience with guest relations and food and beverage operations in an upscale hospitality setting.

Responsibilities

• Provide collaborative, hands-on leadership for all lounge operations, including unionized team members, third-party partners, client relationships, and ownership.
• Take ownership of guest requests, service failures, and remedies, and consistently deliver exceptional guest experiences.
• Maintain relationships with guests, clients, and other departments; respond to and resolve guest complaints, ratings, and reviews within specified time frames.
• Conduct HR 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 develop strategies to address them.
• Manage lounge profitability, cost effectiveness, and guest satisfaction; develop improvement action plans and cost savings; and meet company and client financial goals.
• Uphold high standards for health, safety, and cleanliness, including compliance with company food-safety programs.
• Report and track lounge maintenance issues.
• Monitor lounge reports daily, make decisions based on them, 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 by conducting safety audits and inspections, delivering safety-related training, and maintaining ongoing employee communications.
• Comply with TSA and local airport authority regulations and ensure the team does so as well.
• Maintain required employee records, including discipline records, in accordance with company progressive-discipline standards.
• Represent The Club brand and work with Airport Dimensions and stakeholders to support its values, vision, and image.
• Provide ongoing guidance, mentorship, and hospitality training to lounge team members.
• Perform other duties as assigned.

Benefits

• Medical insurance, including health, dental, and vision coverage.
• Cell phone stipend.
• Disability insurance.
• Vacation and paid time off.
• 401(k) plan with company matching.
• Employee Assistance Program (EAP).
• Employee corporate discounts on 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