Job Title

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. About the Role: The General Manager is responsible for overseeing the daily operations of all Plaza Premium Lounges at Toronto Pearson International Airport (YYZ). This role ensures that all services meet the highest standards of quality and efficiency, providing an exceptional experience for guests. The General Manager will lead a team of Managers, supervisors, staff, and contractors, and will be accountable for operational performance, compliance, financial management, and guest satisfaction. Key Responsibilities: Operational Management: Oversee the daily operations of all lounges, ensuring smooth and efficient service delivery. Develop and implement operational policies and procedures to enhance guest experience and operational efficiency. Monitor and analyze operational performance metrics, identifying areas for improvement and implementing corrective actions as needed. Ensure compliance with all regulatory requirements and company policies, including health and safety standards. Coordinate with other departments such as marketing, IT, and customer service to ensure seamless operations and guest satisfaction. Team Leadership: Manage and lead a team of Managers, supervisors, staff, and contractors to ensure smooth and efficient lounge operations. Provide training, coaching, and development opportunities for team members to enhance their skills and performance. Foster a positive and collaborative work environment, promoting teamwork and a culture of excellence. Guest Experience: Handle guest complaints and feedback in a professional and timely manner, ensuring that all issues are resolved to the guest''s satisfaction. Plan and execute special events and promotions to enhance the guest experience and drive revenue. Maintain strong relationships with airport authorities, vendors, and other stakeholders to ensure smooth operations and collaboration. Financial Management: Manage budgets and financial performance of the lounges, including cost control, revenue generation, and financial reporting. Develop and implement strategies to optimize financial performance and achieve business objectives. Maintenance and Facilities: Ensure the lounges are in good repair and exceed guests'' expectations, keeping all building assets in good condition by executing a preventive maintenance program and attending to all day-to-day requests. Manage third-party vendors while carrying out repair works or new projects. Requirements: Education and Experience: Bachelor''s degree in hospitality management, business administration, or a related field. Minimum Senior Management in hotels or restaurants of 12 years. Proven experience in managing operations in a hospitality or airport environment, preferably in a lounge or similar setting. Skills and Competencies: Strong leadership and team management skills, with the ability to motivate and inspire a diverse team. Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders. Strong problem-solving and decision-making abilities, with a focus on guest satisfaction and operational efficiency. Financial acumen, with experience in budgeting, cost control, and financial reporting. Ability to work in a fast-paced and dynamic environment, with flexibility to adapt to changing priorities and demands. Knowledge of health and safety regulations and best practices in the hospitality industry. Proficiency in using computer systems and software relevant to lounge operations, such as reservation systems, POS systems, and Microsoft Office Suite. Personal Attributes: Detail-oriented with outstanding organizational skills. Team player and self-starter with strong organizational skills; work with a reputable brand committed to ensuring a culture of Trust, Respect, Integrity, and Pride (TRIP). Ability to prioritize and multitask based on Brand Promises of Convenience, Comfort, Value, Love, and Care. Must be legally authorized to work in Canada.