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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 #PPGFamily, 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 companys 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