The Assistant Operations Manager plays a key role in incident and emergency management, taking immediate action to assess situations, deploy reinforcement resources, and implement contingency measures to contain and minimize operational impact, while ensuring compliance with company policies and safety requirements.
The Assistant Operations Manager supports the planning and execution of new lounge projects, working closely with senior management to coordinate design, fit‑out, vendor engagement, and operational readiness to ensure successful and timely launches in line with brand, safety, and operational standards.
In parallel, the role is responsible for assisting in the smooth day‑to‑day operations and effective management of business outlets during designated shifts. This includes supervising frontline teams, optimizing manpower deployment, and ensuring service efficiency, cost control, and profitability across all outlets.
What you will be doing:
(1) Daily Operation Management
Oversee and monitor day‑to‑day lounge operations during designated shifts to ensure service quality and operational efficiency.
Supervise frontline staff to ensure smooth, efficient, and profitable operations across lounges and business outlets.
Ensure lounge set‑ups and product presentations comply with Company standards for quality, hygiene, safety, and aesthetics.
Conduct regular inspections to maintain cleanliness, tidiness, safety, and proper functioning of facilities and equipment.
Provide on‑the‑job coaching, guidance, and performance feedback to enhance team productivity and service standards.
Organize and conduct briefing sessions to communicate operational updates, service changes, and service recovery learnings.
Coordinate staff training, onboarding, and development to ensure service consistency and operational capability.
Handle administrative duties including rostering, manpower planning, task assignments, attendance monitoring, and documentation.
Act as on‑site lead for incident and emergency management, deploying reinforcement and implementing contingency measures.
Handle guest enquiries, feedback, complaints, and external calls in a professional and timely manner.
Ensure compliance with Company policies, operational procedures, safety regulations, and quality management system requirements.
Identify operational gaps and improvement opportunities and participate in continuous improvement initiatives.
Provide operational support and perform other duties as assigned by management.
(2) New Project Management
Support the planning and setup of new lounge projects to ensure operational readiness prior to opening.
Coordinate with internal stakeholders, contractors, and vendors during project implementation.
Assist in managing pre‑opening and post‑opening operational arrangements, including staffing deployment and workflow setup.
Support service trials, readiness checks, and operational fine‑tuning for newly launched lounges.
Diploma or above in Hospitality Management, Business Administration, Operations Management, or related disciplines.
Minimum six (6) years of relevant experience in hospitality, lounge operations, F&B, airline lounges, hotels, or other service‑based environments, with supervisory or leadership exposure.
Proven experience in supervising frontline teams and supporting day‑to‑day operational management.
Strong understanding of service quality standards, customer experience management, and operational procedures.
Demonstrated experience in staff coaching, on‑the‑job training, performance management, and team development.
Experience in staff rostering, manpower planning, task allocation, and general administrative duties.
Hands‑on experience in handling operational incidents or emergency situations, with the ability to remain calm, decisive, and effective under pressure.
Strong capability to manage guest enquiries, feedback, and complaints professionally, with a service‑recovery mindset.
Experience or involvement in new outlet or lounge setup, pre‑opening preparation, or operational readiness is an advantage.
Strong coordination and communication skills to work effectively with internal teams, vendors, and external stakeholders.
High attention to detail, with the ability to uphold cleanliness, safety, facility functionality, and brand presentation standards.
Knowledge of quality management systems, health and safety standards, and regulatory compliance is preferred.
Proactive problem‑solving mindset, with the ability to identify improvement opportunities and support continuous improvement initiatives.
Competent in basic computer applications (e.g. MS Word, Excel, Outlook) for reporting and administrative tasks.
Good command of spoken and written English, Cantonese and Mandarin.
Willingness to perform shift duties, including weekends and public holidays, as required by operational needs.
Work location at various lounge facilities within airports or high‑speed railway stations.