Zonal / Area Operations Manager CLUSTER

About Plaza Premium Group

Plaza Premium Group is a global company specializing in airport hospitality, established in Hong Kong in 1998. The group operates across four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and airport dining concepts. With over 200 locations in more than 60 international airports worldwide, Plaza Premium Group also provides hospitality solutions to leading airlines, alliances, and corporates.

Role Overview

Plaza Premium Group is seeking a Zonal / Area Operations Manager CLUSTER to oversee multi-site lounge operations across five assigned airport cities within a designated Cluster 2 zone in Saudi Arabia. This full-time position is based in a regional hub city and involves managing 35 outlets across 22 regional and international airports in KSA, specifically in Abha, Al Qassim, Taif, Tabuk, and Arar. The role focuses on driving daily operations, pre-openings, commercial performance, guest satisfaction, team management, and stakeholder relations.

Key Responsibilities

• Direct daily lounge operations across five cities, ensuring adherence to PPG brand standards, service SOPs, and hygiene protocols.
• Conduct regular operational audits and quality checks across all assigned outlets.
• Lead operational mobilization and pre-opening setups for new lounge locations in line with the Cluster 2 launch plan.
• Manage P&L performance for assigned locations, focusing on revenue targets and cost controls (Labor, F&B, EBITDA).
• Identify local commercial growth opportunities, including walk-in conversions, airline partnerships, and pass programs.
• Oversee supply chain, inventory par levels, and waste management.
• Serve as the primary operational liaison to Airport Authorities, airlines, and government agencies.
• Ensure 100% compliance with HACCP, QSHE, local municipal laws, and safety regulations.
• Supervise third-party vendors (cleaning, maintenance, security) to ensure SLA compliance.
• Champion guest satisfaction (NPS/CSAT) and promptly address escalated feedback.
• Recruit, train, and retain talent across locations, supporting PPG's Saudization goals.
• Conduct staff appraisals, performance management, and roster optimization.

Qualifications and Experience

• Minimum of 5-10 years of experience in operations management.
• Demonstrated ability to manage multi-site operations effectively.
• Experience in financial and commercial management, including P&L responsibility.
• Strong understanding of operational excellence, brand standards, and compliance.
• Proven leadership in guest experience and team development.

Key Performance Indicators

• Financial: Zonal EBITDA achievement, Revenue targets, F&B & Labor cost variance.
• Quality & Audits: Brand audit scores (≥ 90%), HACCP/Hygiene compliance.
• Customer Service: Guest satisfaction (NPS/CSAT) and SLA resolution rates.
• People: Staff retention rate and Saudization targets.

Work Location

This role is based in Abha, 'Asir, Saudi Arabia, serving as a regional hub for the Cluster 2 zone which includes operations in Abha, Al Qassim, Taif, Tabuk, and Arar.