Job Details

Job Purpose

Responsible for overseeing and elevating the overall customer experience in our airline lounges and hospitality services. The role includes end-to-end ownership and management of Air India-owned and partnership lounges.

Ensuring quality of service delivery, developing & executing key SOPs, delivering signature elements, and driving continuous improvement of our flagship lounges worldwide

Key Accountabilities

1. Lounge Experience – Air India Lounges

Lead & manage the daily operations of all Air India-owned lounges across the network, ensuring a seamless and delightful experience for premium passengers.

Develop, implement & monitor adherence to service level agreements & standard operating procedures with lounge operators in alignment with Air India's brand positioning & customer experience strategy.

Conceptualization & consistent execution of signature elements for Air India's lounge experience strategy across all Air India-owned lounges.

Lead the team of lounge managers to collaborate & liaise with relevant stakeholders, including food and beverage, housekeeping, and facility management, to ensure lounge facilities are maintained at the highest standard.

Develop and implement strategies to enhance the customer experience in airline lounges, considering feedback from passengers, industry trends, and competitive benchmarking. Monitor customer feedback in real-time and promptly address any service-related issues to improve guest satisfaction.

Devise and execute strategy to deliver exceptional customer service, maintain a positive work environment, and promote a culture of continuous improvement.

Institutionalize regular training sessions to upskill lounge staff and ensure they are well-equipped to deliver premium services.

2. Lounge Experience – Partner Lounges

Accountable for managing lounge partnerships, upholding service standards, and continuously enhancing the overall passenger experience within the partner lounges across the Air India network.

Ensuring 100% lounge network coverage with partnership lounges.

Adhere to the allocated budget and devise cost-effective measures to reduce overall expenditure without affecting the customer experience.

Monitor partnership performance metrics, conduct regular reviews, and identify areas for improvement.

Manage contract renewals with partner lounges, ensuring mutually beneficial terms and addressing any necessary adjustments based on changing business needs.

Collaborate with premier lounge operators to curate exclusive experiences for Air India passengers.

Collaborate with other leading airlines to establish reciprocal lounge access agreements, enhancing the overall passenger experience for frequent flyers and premium customers.

Coordinate with other leading airlines to align lounge services, amenities, and branding, ensuring a consistent and seamless experience for shared customers.

Manage contract renewals with partner lounges, ensuring mutually beneficial terms and addressing any necessary adjustments based on changing business needs.

3.Team Management

Provide strong and inspiring leadership to the lounge and hospitality team, setting clear expectations, goals, and objectives.

Foster a positive and collaborative work culture that encourages creativity, innovation, and continuous improvement.

Educational and Experience Requirements

Minimum Education Requirement:

Bachelor's degree in hospitality management, Business Administration, or a related field. A Master's degree will be a plus

Proven experience in lounge and hospitality management, preferably in the airline or hospitality industry, with extensive years of leadership experience

Strong leadership and team management skills, with the ability to motivate and develop a high-performing team