Duty Manager (สนามบินสุวรรณภูมิ)

About the Role

Working at Plaza Premium Lounge Bangkok

SCOPE OF ROLE: Overall responsibility to assist ensure that the Lounge Operations is in order effectively, including all aspects of service, monitoring operations procedures, manage team members, monitor guest satisfactions.

Responsibilities

• Supervise the entire lounge operation, conduct rounding to all lounges/outlets and handle day-to-day operational issues.
• Monitor implementation of systems and regulatory requirements to ensure consistent compliance.
• Ensure SOPs are understood and followed by all team members.
• Coordinate, record and follow through incidents or operational matters with other supervisors.
• Brief incoming/outgoing shifts on matters and assignments.
• Maintain consistent service standards across the lounge.
• Train new CSOs, trainees and students according to guidelines; train CSOs on computer use and assisting passengers.
• Perform grooming checks before each shift and ensure team appearance and behavior meet standards.
• Manage staff overtime requirements and recall for duty on days off when required.
• Prepare and email the Daily Management Report (DMR) and other necessary reports during the shift.
• Ensure billings, invoices and finance documents reach respective departments on time.
• Ensure equipment, computers and systems are in good working order and maintain adequate reading materials (magazines, newspapers).
• Monitor Lost and Found items.
• Ensure cleanliness of the lounge, washrooms, showers and staff areas including back office and F&B pantry.
• Be familiar with customer airlines' flight schedules and general airport information (facilities, transportation, directions to gates).
• Maintain knowledge of currency conversion rates.
• Prepare monthly staff duty roster and monitor staff attendance.
• Arrange meet-and-greet services when required.
• Identify areas for improvement and participate in continual improvement activities.
• Undertake other jobs as assigned by superiors.