About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Summary</b></u></H2> </div><div><div>The Hospitality Services Manager is responsible for <strong>managing and governing day‑to‑day hospitality service delivery</strong> across airport facilities. The role ensures services are executed consistently, safely, and in alignment with service quality expectations and operational requirements. Acting as a senior operational manager, the role oversees supervisors, service teams, and partners to deliver reliable customer experiences.</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Responsibilities 1</b></u></H2> </div><div><div> <h3><strong>Daily Hospitality Operations Control</strong></h3> <p>Manage operational delivery of hospitality services, ensuring staffing, resources, and facilities are aligned with operational demand.</p> <h3><strong>Service Quality & Standards Enforcement</strong></h3> <p>Ensure front‑line services consistently meet defined quality benchmarks and hospitality standards.</p> <h3><strong>Regulatory & Safety Compliance Management</strong></h3> <p>Ensure hospitality services comply with airport operational rules, safety procedures, and aviation security requirements.</p> <h3><strong>Team Leadership & Capability Management</strong></h3> <p>Lead supervisors and teams, setting clear expectations for performance, behaviour, and service culture.</p> <h3><strong>Vendor & Contract Performance Oversight</strong></h3> <p>Monitor outsourced service providers, addressing performance gaps and enforcing contractual obligations.</p> <h3><strong>Incident & Service Recovery Management</strong></h3> <p>Lead response to service failures or customer escalations, restoring service quality quickly.</p> <h3><strong>Operational Reporting & Continuous Improvement</strong></h3> <p>Track service KPIs and customer feedback to drive improvement actions.</p> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Responsibilities 2</b></u></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Additional Responsibilities 3</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Knowledge & Skills</b></u></H2> </div><div><div> <p><strong>Hospitality Service Operations Management</strong><br>Strong understanding of managing frontline hospitality services.</p> <p><strong>Service Quality Control</strong><br>Ability to measure and enforce consistent service delivery.</p> <p><strong>Operational Compliance in Airports</strong><br>Knowledge of airport access, safety, and operational procedures.</p> <p><strong>People Management in Service Environments</strong><br>Proven leadership capability in customer‑facing teams.</p> <p><strong>Performance Monitoring & Improvement</strong><br>Ability to use data and feedback to improve service outcomes.</p> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Experience</b></u></H2> </div><div><div> <ul> <li><strong>12–15+ years</strong> in hospitality or service operations, with managerial responsibility.</li> <li>Experience operating in regulated or high‑volume environments.</li> <li>Proven leadership of supervisors and service teams.</li> </ul> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Competencies</b></u></H2> </div><div><div>Agility</div><div>Hospitality Operations L4</div><div>Port / Cargo / Guest Interface L4</div><div>Hospitality Risk & Compliance Oversight L4</div><div>Data Accuracy & Reporting L4</div><div>Regulatory Compliance L4</div><div>AI Fluency</div><div>Build High-Performing Teams</div><div>Leadership</div><div>Provide Direction</div><div>Quality</div><div>Resilience</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Education</b></u></H2> </div><div><div>Bachelor's Degree in Hospitality or any related field</div></div></div></div>