Swissport
Assistant General Manager - Pre-Flight Hospitality - London City Airport
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Assistant General Manager – London City Airport.
Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?
We are seeking candidates to launch our exclusively curated luxury pre-flight experience in the heart of the city. This is an exciting opportunity to lead and join a high-flying team of hospitality professionals and to continually improve the Airport offering to meet our ambition of being the best Travel & Hospitality provider globally.
If you have a passion for delivering world class guest experience, leading hospitality teams, launching game changing propositions and enjoy meeting new faces every day, then this is the role for you.
Operating since 1987, Aspire Lounges are an award-winning hospitality experience, that has grown to become Europe’s largest brand of Pre Flight Hospitality & second by scale globally. We serve over 6m+ customers worldwide within 100 + lounges & over 18,000 guests per day. Over 1.2m guests are within UKI.
We will offer luxurious, contemporary experiences in a comfortable & exclusive atmosphere, first class personal hospitality & contemporary artisan. With beautifully considered zones for relaxing, refreshing or working, guests time will be well spent. Culinary offering and vibe within the space will evolve to suit the time of day or year, be influenced by London’s social calendar and our guests need state.
Job Summary:
The Assistant Lounge General Manager will report to the Lounge General Manager by leading and supporting the daily operations of the LCY exclusive pre-flight experience, ensuring exceptional service delivery and guest satisfaction. This role involves managing a team of over 50 engaged Hospitality Hosts and exceptional F&B professionals to drive high standards and lead the culture implementing strategies to enhance safety, guest experience and revenue generation.
You’ll need to be to be Guest obsessed, open minded, a highly intuitive individual with a creative and modern view of hospitality. We are looking for meticulous attention to detail with relaxed characters who are fun and outgoing. An all-round team player with technical expertise to reflect the makeup of modern London.
This is a hands-on leadership role, responsible for driving service excellence on shift, coaching colleagues in real time, and ensuring the smooth, efficient & consistent delivery of Aspire service standards across the full guest journey.
Together London City and Aspire are on a mission to create a contemporary, design led, distinctive, world class lounge focused on hospitality by bringing a five-star London hotel experience to the airport environment, celebrating the City of London and offering a range of high-quality F&B options that recognises our broad audience appeal & their need state. You’ll be a big part of making this vision a reality to launch day and beyond.
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Responsibilities
Key Responsibilities:
Safety:
- Conduct audits and inspections promoting safe observations and acting on near misses.
- Build a just safety culture upon our safety commitments to minimise LTI’s.
- Monitor adherence to Safety, Hygiene, training, COSHH and Fire regulations, ensuring all HIRA’s are kept up to date.
- Strive for excellence across all KPI’s & review performance against the Global Lounge Scorecard matrix
Team Leadership:
- Drive and support the recruitment, engagement, and day to day supervision of the best hospitality talent
- Schedule staff shifts, allocate duties, and monitor performance to ensure an efficient operation and adherence to service standards.
- Provide coaching and feedback to staff to foster a positive work environment and continuous improvement.
- Leading the team of colleagues on shift, ensuring the team consistently applies the three service standard pillars of Empathy, Efficiency and Discretion in dealing with Guests.
- Supporting the embedding of daily behavioural reinforcement through Hospitality Briefs modelling service standards.
- Act as liaison between management & team, conveying directives, providing guidance & addressing concerns.
Brand & Service Excellence:
- Champion our People Pillar principles, ensuring all behaviours reflect Empathy, Efficiency and Discretion.
- Ensure the highest level of guest satisfaction by maintaining cleanliness, ambiance, and service standards in the lounge.
- Address guest enquiries, concerns, and complaints promptly and professionally, striving to exceed expectations.
- Oversee delivery of personalised moments such as loyalty recognition and tailored experiences based on recognised segments.
- Ensure team members deliver service according to the service standards, values and Operations Manual throughout the customer journey (Welcome, Hosting, Service Delivery, Farewell).
- Maintain the brand experience across People, Place and Provender hallmarks – ensuring ambience, flow, presentation, and guest cues are consistently aligned.
Operational Support:
- Assist with inventory management, including stock replenishment, ordering supplies, and controlling costs to meet budget targets.
- Help maintain and monitor lounge facilities and equipment, coordinating maintenance and repairs as needed to ensure a safe and comfortable environment for guests and colleagues.
- Support the implementation of new operational policies and procedures to optimise efficiency and compliance with regulatory requirements.
- Adhoc reasonable requests by senior leadership team.
- Support the maintenance of digital systems readiness (LCS, CRM, PIM) to ensure seamless guest journeys and accurate data capture.
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Revenue Generation:
- Identify opportunities to increase revenue aligned with Aspires product tiers, upsell, cross-selling, and promotional activities.
- Analyse financial performance metrics and trends to identify areas for improvement and inform decision-making.
- Provide administrative support with financial and system reconciliations to maintain accurate records and ensure leakage is minimised and billing is maximised.
The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.
Qualifications
Essential Skills:
- Diploma or Degree in hospitality management, business administration, or a related field or Proven experience in a supervisory or assistant managerial role within the hospitality industry, preferably in a premium lounge, hotel or upscale restaurant setting.
- Strong communication, interpersonal and supervisory skills.
- Ability to multitask, prioritise tasks, and work effectively under pressure in a fast-paced environment.
- Proficiency in computer applications and systems, such as Microsoft Office suite.
- Knowledge of industry best practices, service standards, and safety regulations.
- Strong capability in coaching teams to deliver behavioural service standards (not just procedural).
Desirable Skills:
- Proven hands-on experience in a supervisory/manager role within the hospitality industry, preferably in a premium lounge, hotel or upscale restaurant setting.
- Previous Allergens and Level 2 Food Safety qualifications (new training will be provided).
Benefits:
- Excellent salary package
- Holiday purchase scheme
- Free parking whilst on duty
- Industry recognised CPD opportunities and memberships (Institute of Hospitality, UK Hospitality, Aspire Training Academy)
- In-house and external training programmes to further develop skills
- Complimentary meals and soft drinks when on duty
- Swissport pension scheme with ability to self-contribute
- 24-hour employee assistance programme
- Eye test vouchers
- Death in service salary contribution
- Discounted retail within the airport
- Discounted access to Aspire’s network for family and friends
- Full wardrobe provided
- Saturday evenings off
- Work life balance
To minimise the impact on local residents LCY operates between the following hours which gives Saturday evenings off.
- Weekdays – 04:45 to 22:00
- Saturday – 04:45 to 13:00
- Sunday – 10.30 to 22:30
- Public and Bank Holidays – 09:00-22:30
- 25 th December – Closed
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