Operations Manager - Lounge

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,500 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor has a portfolio of incomparable brands, led by more than 300,000 employees around the world.

Accor is in a partnership with one of the World's Leading Airlines, to manage the Lounge operations located in Changi Airport. 

The Operations Manager is responsible for the efficient and high-quality daily operations of the airport lounge. This role ensures that all guest services, staff performance and vendor coordination meet the standards of excellence expected in a premium hospitality environment. The Operations Manager supports the Senior Operations Manager in delivering a seamless and elevated guest experience.

Key Responsibilities

• Oversee the day-to-day functioning of the lounge, including housekeeping and food & beverage coordination.
• Ensure all operational procedures are followed and service levels are consistently met.
• Monitor guest flow and adjust staffing or service delivery as needed
• Supervise and support front-line staff and team leaders to ensure smooth operations.
• Assist with staff scheduling, training and performance management.
• Promote a culture of service excellence, teamwork, and accountability.
• Ensure a welcoming, comfortable and premium experience for all guests.
• Handle escalated guest concerns and service recovery situations professionally.
• Ensure adherence to airport authority regulations, security protocols, and health & safety standards.
• Conduct regular checks and audits to maintain compliance and operational readiness.
• Monitor vendor performance and escalate issues to the Senior Operations Manager as needed.
• Maintain operational logs, incident reports and daily summaries.
• Support the Senior Operations Manager with data collection, reporting, and project execution

Qualifications:

• Minimum 5 years of experience in hospitality or lounge operations with 2 years in a supervisory and/or managerial position
• Good communication, problem-solving and organizational skills.
• Excellent customer service orientation and ability to manage diverse teams.
• Familiarity with airport operations and service standards.
• Ability to work flexible hours, including weekends and holidays.
• Food Hygiene certification required

Our culture of inclusion welcomes everyone regardless of race, gender and background.