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Lounge Manager


Be accountable for the overall delivery of the Lounge experience at the Brussels Airlines lounges. Ensure the experience makes the difference for our high end customers, at all times, regardless of the circumstances.

Run the Lounge business in BRU: plan and supervise all different activities (reception, food and beverage operations, cleaning, and maintenance) to ensure the smooth and profitable lounge performance. Set the example for staff to deliver a high standard of service and demonstrate the Brussels airlines values when interacting with own team, partners and guests (human, pleasure, enabling, agile).



Excellence in service and operations

  • Ensure that the delivered products result in the desired premium lounge experience in terms of quality, choice and variety
  • Be responsible for the overall service and presentation of all products e.g. food, beverages, magazines. Ensure that high standards as to quality, quantity and aesthetics are consistently maintained
  • Strive for excellence: put in practice high standards across all points of contact within the lounge, including service registration
  • Differentiate service and products according to VIP-non VIP
  • Earn the loyalty and emotional attachment of our highest-value customers.
  • Ensure service and product changes are communicated, understood and easily recalled by all team members of own team and partner teams
  • Personally deal with each customer complaint
  • Constantly seek customer feedback to develop the lounge product in a continuous improvement framework.
  • Maintain and continuously improve 5-star lounge standards
  • Carry out shift incident investigations in order to fully understand any underlying issues or trends which may be affecting the performance
  • Take ownership of corrective actions and improvement plans to develop quality further
  • Mobilize team resources and ‘business creativity’ around intractable problems
  • Deliver results: think and act critically; ask what’s right for the business.


Management of operational partners

  • Actively follow up on performance of operational partners (catering, cleaning, brand representatives) and discuss performance regularly with respective individuals
  • Evaluate the lounge product and services offering and service level agreement (SLA) with suppliers, by conducting independent quality audits and report findings
  • Initiate corrective action where required or identify new opportunities for enhancing the customers lounge experience delivered by partner teams
  • Check and sign-off on delivery and stock of goods (food, beverage, equipment)Depending of the contract type with F&B partner

People and team

  • Build a winning team that is focused on delivering excellence for our top-tier guests, ensure that premium customers are consistently provided with the highest quality of service through an inspired lounge team
  • Ensure that the product strategy that has been defined by the commercial management team is implemented: translate the strategy into individual roles and objectives.
  • Coach the team on the job, identify skills that need to be enhanced based on personal observation and on customer feedback and surveys. Organize feedback sessions and perform mid-year and year-end appraisals.
  • Foster an informal learning environment; promoting knowledge sharing and skill development .Arrange for timely and detailed briefing sessions for sharing of learning from service recovery actions of the recent past.
  • Design training programs in collaboration with Commercial and HR. Ensure that learning results are measurable and that training is evaluated post-delivery
  • Embrace and promote change, innovation and continuous improvement
  • Create a Can-Do Spirit
  • Foster internal ‘human, pleasure, enabling, agile’ culture with team. Embody these values in decision-making, action and feedback. Treat staff the way they should treat lounge guests
  • Frame the challenges and engage people in addressing those challenges
  • Foster a sense of energy, ownership and commitment to the corporate vision
  • Lead by example and act as a role model
  • Be visible during regular and irregular operations
  • Build trust, cohesion and collective focus within the team
  • Work with HR to manage the recruitment and selection of, induction/on-boarding process and probation of new hires


Budget and reporting

  • Actively manage lounge revenues and costs
  • Forecast number of guests and communicate to catering partner
  • Report on lounge revenues, costs and guest volumes
  • Optimize food and labor costs and make them controllable
  • Seek revenue opportunities
  • Manage budgets/expenses, analyze and interpret financial information and monitor sales and profits
  • Plan activities cross all disciplines (hosts, maîtres, waiting staff, cleaning staff) and allocate responsibilities to achieve the most efficient operating model
  • Maximize both productivity and flexibility in resource deployment – both manpower and physical resources

Maintenance and compliance

  • Inspect facilities regularly and enforce strict compliance with health and safety standards
  • Supervising maintenance, supplies, renovations and furnishings;

Represent Brussels Airlines interests in the larger stakeholder community

  • Stay current with all Brussels Airlines’ products and services including special events/ promotions
  • Further be up to date with the Miles & More loyalty program as well as the Star Alliance services
  • Actively engage and manage all operational partner relationships in the best interests of Brussels Airlines – suppliers and service providers, Star Alliance and other airlines
  • Protect and advance the company’s reputation
  • Collaborate with different departments to solve issues or develop new opportunities

Partnership events

Organize the implementation from the Brussels Airlines side of a partnership event, e.g. chocolate tasting, sushi evening



  • Degree in Hotel/Hospitality Management, Business Administration or relevant field
  • 5 years’ experience in Hospitality
  • 3 years’ experience as a Hotel Manager or relevant role
  • Quality Management experience is necessary
  • Airline in-flight services experience in areas of product development, standard setting and monitoring and competitive benchmarking with other carriers is a plus


Soft skills

  • Proven track record of supplier management
  • Excellent customer service skills as well as a business mindset
  • Logistical planning skills
  • Professional manner and a calm, rational and diplomatic approach in hectic situations
  • Excellent communication and interpersonal skills, especially when dealing with speakers of other languages
  • Excellent listening skills
  • Ability to balance customer and business priorities
  • Flexibility and a 'can do' mentality
  • Demonstrable aptitude in decision-making and problem-solving
  • Outstanding leadership skills and a great attention to detail
  • Good analytical/numerical skills and experience of planning, reviewing and managing budgets cost effectively without compromising legislation, levels of service or operational performance
  • A high level of self-awareness. Understanding impact of own behavior on driving operational success through people
  • A commitment to continuous learning and improvement to drive operational success and build a culture of high performance lounges
  • Commitment to building positive working relationships with senior management team, own team and a broad range of partners
  • Innovation: demonstrates willingness to challenge status quo and look for continuous improvement opportunities in own area of work
  • High commitment, resilience, readiness for shift work

Technical skills:

  • Fluent writing and speaking in English, Dutch and French, knowledge of other languages is a plus
  • Working knowledge of MS Office

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