Premium Services Manager

The Premium Services Manager is responsible for the end-to-end management of the Company's premium lounges at Changi Airport. This includes the full spectrum of lounge operations—service delivery, food & beverage, housekeeping, staff performance, compliance, and guest satisfaction. The Premium Services Manager also contributes to the commercial success of the lounge business by managing key client accounts and supporting business development initiatives.

Duties and Responsibilities

Project Management

· Oversee the design, phasing, construction and operational readiness of T1 Refresh and T3 Renovation, while maintaining appropriate Lounge standards during the works

· Provide weekly project progress reports

· Manage relationships with Airport Authority, Airlines and other stakeholders

Operational Leadership

· Oversee the day-to-day operation of multiple lounges for First and Business Class passengers at Changi Airport.

· Ensure a seamless premium experience for guests by maintaining high standards in F&B, service, and facility cleanliness.

· Lead and manage a diverse team of service, kitchen, housekeeping, and support staff, ensuring optimal staffing and scheduling.

· Implement and monitor standard operating procedures (SOPs), safety guidelines, and service protocols in compliance with airport authority and corporate requirements.

· Liaise with internal stakeholders (e.g., Procurement, HR, Maintenance) and external vendors to ensure consistent and reliable service delivery.

Team Management

· Provide direction, mentorship, and performance evaluations to frontline supervisors and staff.

· Identify training needs and oversee ongoing learning and development initiatives.

· Foster a positive work environment that encourages collaboration, accountability, and customer service excellence.

Guest Experience & Service Standards

· Monitor and respond to guest feedback promptly and professionally.

· Conduct regular quality assurance checks to ensure services meet premium expectations.

· Continuously review and enhance guest journey and lounge offerings based on evolving passenger needs and competitive benchmarking.

Key Account Management

· Build and maintain strong relationships with key airline clients and stakeholders using the lounges.

· Act as the main point of contact for client concerns, performance reviews, and service-level agreements (SLAs).

· Manage contracts and ensure KPIs are met or exceeded.

Commercial Support

· Support business development efforts for lounge expansion and new service initiatives.

· Participate in market research, competitor analysis, and proposal development for new client opportunities.

Reporting & Compliance

· Prepare and analyze operational and financial reports related to lounge performance.

· Ensure all processes comply with health and safety standards, food hygiene regulations, and brand guidelines.

Requirements

· At least 5 years of progressive experience in hospitality or airport operations, with 2+ years in a leadership capacity.

· Proven experience in managing service delivery, food & beverage, and housekeeping functions.

· Strong understanding of customer service principles, team leadership, and commercial client management.

· Excellent interpersonal, communication, and organizational skills.

· Proficient in MS Office Suite and familiar with reporting tools.

· Ability to work shifts, including weekends and public holidays, as per airport operational requirements.