Regional Manager - Partnership Operations -Airport Dimensions

Collinson•New York, NY

About The Position

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance. The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers. We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people. We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC. Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally. The Regional Manager - Partnerships Operations has responsibility for the successful delivery of the guest experience, hospitality delivery and financial operating performance for all partnership branded airport lounge and program project locations within the Americas. This position oversees and manages the development of future projects as well as the performance of third-party vendors to ensure consistent and successful delivery of contracted Service Level Agreements (SLAs) and exceptional guest experience delivery. Success in this role requires effective collaboration across multiple business functions within Airport Dimensions and the Partnership stakeholders; oversight and management of third party providers This individual is highly motivated and works endlessly in the pursuit of better. They are a refined professional with an uncompromising customer service focus. A critical thinker with the ability to evaluate options accurately and establish priorities, anticipating outcomes and foreseeing logical consequences. To excel in this role, you must be approachable and detail-oriented with proven premier hospitality management work experience. The ideal candidate also demonstrates excellent communication, interpersonal skills and partnership 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. The successful candidate will be an individual who ‘thinks and plans the job’ and takes the initiative
Strong MS Word, MS Power Point and MS Excel experience, including managing financial data
Business Travel 75%-80%, when not in home airport

Responsibilities

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