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Assistant Manager - Aspire Lounges -Birmingham Airport
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Hospitality Assistant Manager | Aspire Lounge Birmingham Airport
Reporting to: General Manager, Aspire Lounge Birmingham Airport
Salary: Competitive
Location: Birmingham Airport
Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Pre-flight Hospitality?
If you have a passion for delivering world-class guest experience, have a passion for the Hospitality Industry, enjoy working as part of a Team 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, which has grown to become Europe’s largest brand of Pre-Flight Hospitality & second by scale globally. We serve over 6 million+ customers worldwide within 100+ lounges & over 18,000 guests per day. Over 1.2 million guests are within the UK & Ireland.
We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘time well spent'.
We are seeking candidates for an exciting opportunity to join a high-flying team of pre-flight hospitality professionals at our Birmingham Airport Lounges and to continually improve the Aspire Lounge offering to meet our ambition of being the Best Lounge provider globally.
Job Summary:
The Hospitality Assistant Manager supports the Hospitality General Manager in leading lounge colleagues to deliver Aspire’s People, Place & Provender hallmarks, embedding the People Pillar attributes of Empathy, Efficiency & Discretion into every touchpoint. The role ensures consistent delivery of the Aspire service standards and operating procedures. This role involves managing a team of hospitality colleagues, both culinary and guest experience disciplined, maintaining the lounge's standards & implementing strategies to improve the guest experience and revenue generation.
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.
You will need to be a Guest-obsessed, open-minded, 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.
Responsibilities
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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 minimize Lost Time Incidents.
- Monitor adherence to Safety, Hygiene, training, COSHH and Fire regulations, ensuring all HIRA’s are kept up to date.
- Strive for excellence across all KPIs & review performance against the Global Lounge Scorecard matrix.
Team Leadership:
- Assist with the recruitment, engagement, and supervision of the best hospitality talent, supporting the management of attrition.
- Schedule colleague shifts, allocate duties, and monitor performance to ensure efficient operation and adherence to service standards.
- Provide coaching & feedback to colleagues to foster a positive work environment & 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 Aspire’s service standards.
- Act as liaison between management & team, conveying directives, providing guidance & addressing concerns.
Brand & Service Excellence:
- Champion Aspire’s 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 Aspire 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 Management:
- 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.
- Ad hoc 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.
Qualifications
- Effective communication, interpersonal and supervisory skills.
- Proven hands-on experience in a supervisory/manager role within the hospitality industry, preferably in a premium lounge, hotel, upscale restaurant setting or Airline crew.
- Previous Allergens and Level 2 Food Safety qualifications (new training will be provided).
- Ability to multitask, prioritise tasks, and work effectively under pressure in a fast-paced environment.
- Ability to roll your sleeves up and be one of the team interacting with Guests, our partners, and suppliers.
- 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).
- Ability to travel, as required, within the region to other lounge locations.
Benefits:
- Excellent salary package.
- Full training provided including Safety & Hygiene to deliver role successfully.
- Holiday purchase scheme.
- Free parking whilst on duty.
- 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 (varies by airport).
- Discounted access to Aspire lounge network for family and friends.
- Recognised Membership of The Institute of Hospitality.
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