Manager - Lounges Design and Development

Position Title

Manager – Lounge Design and Development

Job Code

TBD

Grade

TBD

Function

CX

Location

Gurugram

Reports to

Chief Manager – New Lounge Development

Role Level

CXO-3

1. Job Purpose

• Responsible for conceptualizing, planning, and executing the development of new lounges and other hospitality facilities, ensuring they align with the airline's brand identity and service standards

1. Key Accountabilities

New Lounge Development

• Develop a comprehensive strategy for the expansion and improvement of the airline's lounge and hospitality facilities in alignment with the overall customer experience strategy.
• Identify key target locations and evaluate market demands to prioritize new lounge development opportunities.
• Lead the end-to-end planning and execution of new lounge development projects, adhering to established timelines, budgets, and quality standards.
• Collaborate with cross-functional teams, including architects, designers, contractors, and relevant internal departments, to ensure a seamless development process.
• Conduct feasibility studies, risk assessments, and cost-benefit analyses to support decision-making during the project lifecycle.
• Ensure that the design, ambiance, and services provided in new lounges align with the airline's brand identity and values, enhancing the overall passenger experience.
• Implement and maintain consistent standards across all lounges to deliver a unified and exceptional customer experience.
• Cultivate strong relationships with internal stakeholders, including Customer Experience, Marketing, Operations, and Finance, to gather input, secure approvals, and ensure collaboration on lounge development initiatives.
• Liaise with external partners, suppliers, and vendors to negotiate contracts, source materials, and deliver projects on time and within budget.
• Oversee quality assurance processes to ensure compliance with relevant regulations, safety standards, and customer satisfaction metrics for all new lounge developments.
• Conduct regular audits of existing lounges to identify areas for improvement and implement corrective actions as needed.
• Develop and manage budgets for new lounge development projects, closely monitoring expenses to ensure financial targets are met.
• Identify cost-saving opportunities without compromising on the quality and comfort of lounge facilities

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

1. Skills Required for the role

Planning & coordination skills

Analytical skills

Customer centricity

Stakeholder Management

Strong leadership skills

Excellent communication & negotiation skills

1. Key Performance Indicators

Lounge Utilization Rate

1. Key Interfaces

Internal Interfaces

CX Teams

• Close coordination with the Customer Experience team is essential to understand passenger preferences, gather feedback, and ensure that the new lounges meet customer expectations

Eternal Interfaces

Contractors and Suppliers

• Liaise with contractors and suppliers responsible for executing the physical construction, interior design, and supply of materials for the new lounges

1. Educational and Experience Requirements

Minimum Education requirements

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.
• A Master's degree is a plus

Desired

• 5-7 years of experience in lounge development, hospitality management, or a related field within the airline or hospitality industry

• 7+ years of experience
• Strong project management skills with a successful track record of delivering complex projects on time and within budget