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 #PPGFamily, together we are building a legacy.

You don't need to be from this industry, you do need to be passionate.

About the offer

The Lounge Manager is responsible for the overall operation, service excellence, and guest experience within the VIP lounges at Madrid-Barajas Airport. This role ensures that all guests receive a premium, seamless, and personalized service aligned with company standards, while complying with AENA regulations and airport policies. The Lounge Manager leads, motivates, and develops the lounge team to deliver exceptional hospitality in a fast-paced, multicultural environment. This role reports directly to the Operations Manager.

Responsibilities

• Oversee daily lounge operations, ensuring smooth, efficient, and high-quality service delivery at all times
• Manage HSK, F&B and GSO team of the lounge coordinating with department leaders.
• Maintain exceptional guest experience standards, proactively addressing guest needs and resolving issues promptly
• Lead, train, and supervise a diverse team, fostering a culture of service excellence and continuous improvement
• Ensure compliance with AENA regulations, health & safety standards, and company policies · Manage staffing levels, scheduling, and performance evaluations
• Monitor and control operational costs, including labor, food & beverage, and supplies
• Coordinate with airport authorities, airlines, and internal departments to ensure seamless operations
• Maintain lounge presentation standards, including cleanliness, ambiance, and product quality
• Analyze guest feedback and performance metrics to implement service improvements
• Handle VIP guests, special requests, and high-profile client interactions with professionalism and discretion
• Prepare and deliver regular operational reports (daily, weekly, and monthly), including performance metrics, incidents, and financial summaries
• Manage and resolve conflicts effectively, including guest complaints, team disputes, and operational issues, ensuring timely and professional outcomes
• Ensure that all items from the general store are obtained through transfers and that the FIFO (First-In, First-Out) system is maintained.
• Sole responsibility to place the buffet labels
• Responsible for ensuring that the entire buffet complies with the RFP and for managing AENA audits.
• Present the weekly passenger forecast and, together with the chef, place purchase orders to avoid overstocking and over-ordering.

Qualifications

• Bachelor’s degree or certification in Hospitality Management Resources, Business Administration, or a related field.
• Proficiency in MS Office and HR systems.
• Ability to work independently under general supervision and manage multiple priorities effectively.
• Proven experience in hospitality management, preferably in airports, hotels, or premium service environments
• Strong leadership and team management skills
• Excellent customer service and problem-solving abilities
• Fluency in English and Spanish (additional languages are a plus)
• Ability to work in a fast-paced, dynamic, and multicultural environment
• Strong organizational and multitasking skills
• Knowledge of health, safety, and hygiene standards