We are offering......

• Hybrid work arrangement (work from home/office)
• 16 weeks Maternity / 14 days Paternity Full Paid Leave
• Discretionary Bonus
• Free Priority Pass Membership (unlimited airport lounge access)
• And more......

About this role...

The incumbent will play a critical role in ensuring the delivery of consistent, high-quality lounge operations across multiple locations within the assigned region. He/She will oversee daily operational activity, provide leadership to local lounge teams, and act as a key liaison between frontline operations, guest experience, commercial, and corporate strategy teams.

Lounge Operations & Communications

• Regional Operational Leadership: Oversee the day-to-day performance and operational excellence of lounges across the assigned region, ensuring all locations deliver consistent, high-quality service in line with brand standards.
• Operational Liaison: Act as the key link between lounge teams, head office functions, JV partners, and senior leadership — ensuring two-way communication on operational needs, updates, changes, and risks.
• Information Management: Lead the coordination of operational communications including roster changes, budgetary updates, maintenance escalations, staffing plans, and performance alerts across the network.
• Operational Readiness & Issue Management: Ensure each lounge is fully resourced, compliant, and guest-ready at all times. Provide frontline support during operational disruptions or service failures, driving resolution and recovery plans.

Internal Guest Experience (GX) Support

• Guest Experience Delivery: Ensure that all lounges consistently deliver Kyra’s guest experience philosophy, adapting elements to local preferences while maintaining brand identity.
• Program Execution: Partner with GX and local teams to implement key guest-facing initiatives such as new service touchpoints, product trials, celebration moments, and NPS improvement programs.
• Feedback Loop Management: Monitor guest reviews, complaints, and satisfaction data (e.g., Google Reviews, NPS). Lead local action planning and support teams in driving improvement through coaching, recognition, and service recovery initiatives.

Vendor & Invoice Management

• Vendor Oversight & Accountability: Manage service providers (e.g., janitorial, consumables, floral, hygiene, and amenity suppliers) to ensure service delivery meets operational and guest experience standards.
• Issue Escalation & Resolution: Identify performance gaps or failures in vendor delivery, escalate as necessary, and work cross-functionally to course-correct without service disruption.
• Invoice Management: Review, validate, and approve vendor invoices in accordance with regional budgets. Coordinate with Finance and Procurement to ensure accuracy, resolve discrepancies, and track expenditure trends.

Process Optimization & Continuous Improvement

• Drive Operational Efficiency: Identify inefficiencies or bottlenecks in operational workflows across lounges. Propose and implement solutions to improve speed, quality, and consistency.
• SOP Implementation & Compliance: Lead the rollout of new and updated SOPs. Ensure adoption through training, audits, and follow-up support, and work with teams to embed improvements.
• Cross-Market Benchmarking: Compare performance and workflows across lounges to identify best practices and replicate success. Maintain a culture of continuous improvement and shared learning.

Supporting Operational Strategy & Insights

• Strategic Rollout Support: Translate strategic initiatives (e.g., sustainability programs, pricing pilots, service tiering) into executable regional actions. Ensure local teams are briefed, equipped, and supported for successful rollout.
• Data-Driven Decision-Making: Utilize insights from reporting dashboards, NPS, cost analyses, and feedback tools to guide operational decisions and performance management.
• Pre-Opening & Expansion Readiness: Support market entry and lounge openings by participating in site feasibility reviews, layout validation, team hiring, vendor onboarding, and pre-opening task execution.
• Performance Monitoring & Reporting: Track KPIs and strategic targets. Provide regular updates to senior leadership and contribute regional insights to inform broader business decisions.

You might fit for the role if you have...

• Degree in Business Administration or related disciplines
• 5–8 years in regional or multi-site hospitality operations, preferably in premium service environments
• Experience in managing, coaching, and supporting local and regional teams
• Candidate with Experience in Southeast Asia or Greater China markets is highly desirable
• Able to manage multiple lounge locations, shifting priorities, and competing deadlines effectively
• Strong communication skills with the ability to engage internal teams, vendors, and partners. Confident in leading discussions with stakeholders at all levels
• Detail-minded, excellent in analytical and problem-solving skills with a strong sense of business acumen
• Familiarity with airport lounges, airline services, or joint venture operations is an advantage
• Excellent command in English and Mandarin, and other Asian language is an advantage
• Business travel is required