Senior Hospitality Manager

About us
Gate Gourmet, a gategroup company, is the world's largest independent provider of catering and provisioning services for the airline industry. For the past 70 years, we have served over 250 carriers in more than 30 countries. Gate Gourmet combines culinary expertise with the highest standards of food safety and production to deliver delicious, healthy, and affordable meals to over 270 million travelers around the globe.
Job Summary
Provides strategic and operational leadership across a portfolio of airport lounges in the NA Region. Accountable for delivering a consistently exceptional, personalized, and elevated guest experience grounded in a strong hospitality culture, while also achieving operational, financial, safety, quality, and people-performance objectives. With a strong guest-first mindset, leads and develops Lounge Managers and regional support teams, establishing high standards for hospitality, service delivery and operational excellence across all locations. Drives consistency through shared operating standards, best-practice deployment, performance management, and continuous improvement, while empowering local teams to deliver authentic, anticipatory, and personalized service. Serves as a key operational and hospitality partner to clients, airport authorities, and internal stakeholders, ensuring lounge operations meet contractual commitments, brand expectations, and the evolving needs of guests.
Travel requirement: 50%-75%
Annual Hiring Range/Hourly Rate:
$140,000 - $145,000 Per Year
This position is eligible for incentive pay of 10% of the annual base salary, dependent upon successful attainment of company, team, and individual goals.
Benefits
Paid time off
401k, with company match
Company sponsored life insurance
Medical, dental, vision plans
Voluntary short-term/long-term disability insurance
Voluntary life, accident, and hospital plans
Employee Assistance Program
Employee Discounts
Main Duties and Responsibilities:
Provides strong leadership in hospitality, food & beverage operations, premium guest services, and multi-site operational management.
Leads NA regional lounge operations teams, drives continuous improvement initiatives, supports business growth, and serves as the key liaison between airline partners, airport authorities, and internal stakeholders.
Ensures consistent delivery of an exceptional lounge guest experience, driving hospitality standards and brand compliance across all locations.
Champion a customer-centric culture that places the guest experience at the center of operational decision-making through establishing, monitoring, and driving continuous improvement of guest-experience standards, service models, and operating procedures.
Analyze guest feedback, satisfaction data, operational trends, and service failures to identify root causes, address emergent issues, and implement sustainable improvements.
Works closely with the Executive Chef for Lounges to foster strong processes and working practices for FOH and BOH collaboration, consistency and success.
Leads pre-opening, transition, and mobilization activities for new lounge openings and contract transitions.
Drives margin improvement through staffing optimization, procurement efficiencies, and operational best practices.
Identifies opportunities for revenue enhancement and cost savings, while maintaining service excellence.
Collaborates with NA Lounge leadership and supporting departments on contract renewals, RFP responses, and commercial negotiations with airline and airport partners.
Ensures full compliance with food safety, sanitation, health regulations and airport operational standards in all aspects of lounge operations.
Oversees audit readiness and compliance across all lounges, including HACCP, health inspections, and internal quality reviews.
Drives quality assurance programs focused on guest satisfaction, cleanliness, presentation, and service consistency.
Ensures compliance with labor laws and regulations, company policies, security protocols, and airport authority regulations.
Builds strong client relationships through operational transparency, performance reporting, and proactive issue resolution.
Participates in business reviews, executive and customer presentations, and strategic planning sessions with key stakeholders.
Collaborates closely with culinary, procurement, HR, finance, and commercial teams to support operational success.
Leads, mentors, and develops Lounge Managers and regional support teams across the NA Lounge network, building high performing teams focused on accountability, engagement, and service excellence.
Qualifications
Education:
Bachelor’s degree in a hospitality management related field is desirable.
Six (6) years of equivalent work experience in hotel or restaurant management may be substituted for a degree.
Work Experience:
At least 10 years of progressively responsible management experience within a luxury airline, five-star hospitality, premium restaurant, or international hotel environment is required, in addition to education equivalency.
Proven leadership experience in high-end guest services and hospitality operations.
Prior experience managing premium airport lounges or VIP hospitality environments is highly desirable.
Demonstrated success leading multicultural teams with fast-paced, service-driven operations.
Experience in premium customer experience delivery and service excellence standards.
Technical Skills:
In depth knowledge of luxury food & beverage operations, hygiene regulations, & international safety standards
In-depth knowledge of HACCP and food safety compliance requirements
Proven ability to coach, mentor, and develop high-performing service teams
Strong financial acumen including budgeting, cost control, and resource planning
Excellent proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Familiarity with lounge management systems and operational reporting tools is an advantage
Fluent in English and local language; additional international languages are considered an asset
Exceptional verbal and written communication skills
Core Competencies Required
Ability to lead effectively under pressure within a complex, high-profile operational environment
Strong stakeholder management skills with the ability to build trust, influence decision-making, and foster collaboration
Passion for delivering world-class luxury guest experiences with exceptional attention to detail
Highly developed interpersonal skills with the ability to engage confidently across all levels of seniority and diverse cultural backgrounds
Strong problem-solving and decision-making capabilities
Operationally focused with a proactive and hands-on leadership approach
Ability to maintain the highest standards of discretion, professionalism, and brand representation
Excellent organizational and time-management skills with the ability to prioritize competing demands
Language / Communication Skills:
Fluent in written and verbal English language knowledge of a second language is a plus.
Job Dimensions
Geographic Responsibility: US
Type of Employment: Full-time
Exemption Classification: Exempt
Travel %: 50%-75%
Work Environment / Requirements of the Job: Front Office, also required to be on the Ops Floor
Gategroup Competencies Required to be Successful in the Job:
Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:
Excellence
We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires.
We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.
Passion
Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care.
We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks.
Responsibility
We care about what we do, and we understand the impact we have on others and the planet.
We always look out for each other –creating a safe workplace environment is everyone’s responsibility.
Respect
Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals. We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup.
The above statements are intended to describe the general nature and level of work bein

Work arrangement
Yes