Operations Manager

About Plaza Premium Group

Plaza Premium Group is a global leader in airport hospitality, dedicated to "Making Travel Better". Established in Hong Kong in 1998, the group has expanded its presence to over 200 locations across more than 60 international airports worldwide. The company's operations span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. In addition to its own brands, Plaza Premium Group provides airport hospitality solutions to leading airlines, alliances, and corporates globally.

Role Overview

Plaza Premium Group is seeking an Operations Manager for a full-time position in Riyadh, Saudi Arabia. This role is responsible for the overall efficient and professional management of operations across multiple airport lounges and an airport hotel. The Operations Manager will drive operational excellence, maximize staff productivity and competency, ensure outstanding guest experiences, and oversee P&L performance by implementing strategic improvements, managing budgets, and upholding the highest standards of safety, quality, and service delivery.

Key Responsibilities

• Develop and execute comprehensive operational strategies across all lounges, managing the divisional budget and monitoring key performance indicators such as Net Material Cost, labor efficiency, and guest satisfaction.
• Strategize and lead continuous upgrading of menus and concepts based on revenue trends, sales data, and guest feedback, ensuring cyclical, profitable menus that include wellness and special dietary provisions.
• Drive complete operations planning, coordinating with cross-functional teams to ensure seamless service delivery, and design and implement Standard Operating Procedures (SOPs) for efficiency and consistency.
• Conduct in-depth data analysis of consumption trends, popularity reports, and operational metrics to inform purchasing decisions, staffing levels, and efficiency improvements.
• Lead, coach, and mentor operations and culinary teams, fostering a culture of excellence, accountability, and continuous improvement.
• Collaborate with Human Resources on talent acquisition, and design and implement growth, retention, and succession strategies for high-performing individuals.
• Oversee the development and execution of robust training programs to ensure high staff competency and consistent quality adherence.
• Ensure rigorous adherence to health, safety, and hygiene regulations, partnering with the Quality Assurance team to maintain relevant certifications and high standards.
• Establish and enforce regular cleaning and maintenance schedules to ensure high standards of sanitation, cleanliness, and safety for all areas and equipment.
• Work closely with the Lounge operations team to consistently assure food production and presentation meet the highest standards for guest dining experiences.
• Guide and collaborate with the Supply Chain Management team to maximize cost benefits, strategically upgrade raw material brands within budgetary parameters, and improve purchasing procedures.
• Champion the adoption and implementation of new technologies to streamline operational processes, such as inventory management, point-of-sale systems, and guest feedback tools.
• Plan, design, and execute operational requirements for new lounge openings or refurbishment projects, liaising with internal and external stakeholders.
• Assist in developing collateral and support local marketing strategies regarding programming and promotions.
• Lead the enrollment of the Loyalty program and encourage higher enrollments to meet daily/monthly targets.
• Lead the team to achieve walk-in sales and upgrade targets, and develop the team to execute ancillary revenue targets.

Qualifications and Experience

• Tertiary education qualification in Hospitality Management or a related discipline.
• Minimum of 10 years of relevant experience, with at least 5 years at a senior management level within the hospitality industry.
• Experience in F&B, Front Office, and reservations is preferred.

Skills and Attributes

• Knowledgeable in all aspects of managing and leading services within a hospitality business or outlet.
• Excellent time management skills and the ability to perform effectively under pressure.
• Detail-oriented, efficient, well-planned, and possessing strong business acumen.
• Strong communication and interpersonal skills, coupled with an analytical mindset.

Work Environment

This position requires shift duty and is based at the airport location in Riyadh, Saudi Arabia.