About the Company:

Hello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are , together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

Overall responsibility for Assistant Manager - Operations

Responsible for overseeing the provision of services and leading the operations team with a smooth efficient service that meets the expectations of customers and act according to our company's standards.

Key Areas of Duties and Responsibilities:

• Oversee daily operations of all lounges during the shift.
• Liaise with other team members, including interacting with managers of different areas of the organization to ensure top-notch services are provided to our customers.
• Conduct training and coaching to the team members
• Supervise team members
• Tracking and measuring staff performance
• Conduct staff counseling and work closely with HR Department for disciplinary actions taken and follow up.
• Assist Operations Manager to investigate customers' problems and find solutions
• Communicate with customers via face-to-face, phone, email, or letter
• Resolve complaints and give directions to tackle customers' inquiries
• Build rapports with customers and carry out PR activities so as to receive feedback from customers on their lounge experiences
• Void transactions and keep a track record for auditing
• Assist Operations Manager to analyze data and statistics of customer flow and pattern
• Assist Operations Manager to lead focus groups, committees and projects
• Act as a bridge of communication between management & teammates and make timely and effective report as required
• Liaise with airlines for any necessary information
• Monitor regular checks of all areas of the lounge to ensure professional image
• Take initiative to identify areas for improvement and participate in continual improvement activities
• Undertake other jobs assigned from time to time

Qualities & Requirements:

• College degree in Hospitality or F&B Management
• Over 5 years work experience and over 3 years in supervisory role in customer service, hospitality industry like airport lounge, hotel or restaurant
• Strong supervision skills
• Strong sense of customer service
• Good communication skills, including verbal and writing skills
• Good organizational skills
• Positive attitude
• Initiative
• Self-motivated
• High sense of responsibility
• Ability to prioritize
• Problem solving ability
• High level of attention to detail
• Day shift
• Evening shift
• Night shift
• Weekend availability

Benefits:

• Dental, Vision, Medical Care
• On-Site Parking
• Paid Time Off

Experience:

• Hospitality Management: 2 years (required)

Licence/Certification:

• Smart Serve Certificate (required)

Work Location: In person, Toronto Pearson International