Operations Manager at TAV AMERICA OPERATION SERVICES INC – ST GEORGES

About Us:

At TAV Operation Services, we are proud to be a leading global operator in the non-aeronautical airport services sector. With a presence in 41 airports across 19 countries, we manage 88 luxurious lounges worldwide, offering an exceptional range of premium services tailored for discerning travelers. The Operations Manager is the senior on-site leader responsible for the full operational, financial, and service performance of two Primeclass Lounges at L.F. Wade International Airport. Reporting directly to the Head of Operations (USA), the Operations Manager ensures operational excellence, regulatory compliance, brand integrity, food safety standards, and exceptional guest experience, while driving cost control and revenue performance. This role operates autonomously as the highest-ranking manager on site.

Key Duties/Responsibilities:

Leadership & Team Management Serve as the senior on-site authority for both lounges. Lead, supervise, and develop front desk, bartenders, and floor staff. Conduct daily shift briefings and ensure alignment with operational goals. Manage staff scheduling in accordance with flight schedules and passenger flow to optimize service levels and labor costs. Participate in recruitment, onboarding, performance management, and disciplinary processes. Foster a high-performance, guest-focused, and accountable team culture. Operational Management Oversee all day-to-day lounge operations across two locations. Ensure Primeclass brand standards are consistently maintained. Maintain audit readiness at all times. Ensure compliance with airport authority regulations, aviation security requirements, and local health & safety laws. Act as primary liaison with airport authorities and third-party service providers. Proactively resolve operational challenges in a fast-paced airport environment. Food & Buffet Management (No Chef Model) Oversee daily buffet preparation executed by floor staff. Ensure proper food handling, storage, labeling, and stock rotation. Maintain strict compliance with HACCP and sanitation standards. Monitor buffet presentation, replenishment, and quality consistency. Implement portion control procedures and minimize food wastage. Train team members in food safety and buffet execution standards. Take full ownership of food quality, compliance, and cost performance. Financial & Performance Management Monitor and manage lounge P&L performance. Control payroll costs in line with budget targets. Monitor and manage food & beverage cost percentages. Conduct routine cost analysis and implement corrective action plans when necessary. Perform regular inventory counts and control stock variances. Track and analyze KPIs including guest satisfaction, labor productivity, revenue performance, and cost ratios. Ensure accurate reporting of passenger volumes, lounge access programs, and revenues. Guest Experience & Service Excellence Lead by example in delivering premium hospitality standards. Personally handle VIP guests and escalated customer concerns. Maintain luxury service standards aligned with international premium lounge expectations. Continuously identify opportunities to enhance guest experience and operational efficiency. Vendor & Supply Management Oversee supplier performance and ensure contractual compliance. Coordinate procurement and inventory management processes. Ensure timely ordering and delivery of perishable goods. Develop contingency plans for supply chain disruptions. Reporting & Communication Prepare and submit operational and financial reports as requested by Management. Communicate staffing, compliance, financial, and operational matters in a timely and transparent manner. Proactively recommend operational improvements and efficiency initiatives.

Minimum Qualifications and Experience:

Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred. Minimum 5 years of progressive leadership experience in hospitality. Experience in airport, lounge, hotel, or multi-outlet operations preferred. Proven experience managing budgets and cost control. Proficiency in Microsoft Excel, PowerPoint, and Word. Excellent written and verbal English communication skills.

Skills and Abilities:

Strong leadership and decision-making abilities. Proven ability to operate autonomously as senior on-site manager. Solid financial acumen and cost-control mindset. Strong conflict resolution and problem-solving skills. High emotional intelligence and guest-centric approach. Ability to manage multicultural teams in a dynamic airport environment. Strong organizational and time-management skills.

Must be eligible to work in Bermuda. Salary Range: $75,000 - $85,000