Manager Hospitality and FB Swiss International Airlines Lounges 80100

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Location: Zürich
Job type: Permanent
Aircraft type:
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Sector: Business & Administration
Job Role:

Position description

Catering in air travel has a long history – with still a very glamorous side, but especially during the last 20 years also with a highly commoditized and strongly cost-focused side. Many passengers today do not expect a lot from airline catering, while at the same time food & beverage service can serve as an excellent “brand channel” and drive customer satisfaction. This is a huge playground for innovation.

We are a highly motivated product management team, designing the worldwide food & beverage experience of about 100 million passengers each year for SWISS, Lufthansa and Austrian Airlines and we are looking for a strong Hospitality and F&B Manager to join our dynamic team.

Your Duties

Hospitality and Food & Beverage Services in the Lounge touchpoint are highly relevant for the overall customer experience and are a key element of the "New Premium" strategy.

With the aim to create relevant offers for our customer segments and in order to improve customer satisfaction, as well as brand loyalty in the long term, the “Hospitality and F&B Manager” responsibilities are to:

* Understand Lounge relevant “personas” or customer segments, based on customer insights and work with customer data in order to develop and decide on relevant concepts (“data driven product management”)
* Design the holistic New Premium Customer-Centric Hospitality and F&B experience for the Swiss International Lounge passengers, as well as work closely with product colleagues of other Lufthansa Group Lounges (Lufthansa and Austrian Airlines) to ensure product consistency
* Design Hospitality and new F&B product concepts including integration of digital services elements (e.g. project such as commercialization, grab&go), using experience design methodologies, test and implement them with the catering providers
* Ensure that the service concepts can be implemented operationally, taking into consideration the given infrastructure, operational constraints, as well as budget
* Manage product lifecycles and ensure that the product is continuously optimized
* Ensure that the catering providers deliver according to defined specifications, prices and procedures and budget are adhered to
* Steer quality of Lounge catering providers within lounges in area of responsibility
* Manage interfaces with Ground Operations and Ground Product Management related to the delivery of the lounge catering product, as well as other interfaces within LHG
* Support procurement RFP process with for example validation of supplier product execution and capabilities
* Contribute to lounge renovation projects (e.g. input concept and infrastructure requirements)

Requirements

* Bachelor’s degree in Hospitality-Hotel Management and 5-7 years’ work experience in Hospitality/Hotel industry
* Experience in designing and implementing customer centric Hospitality and F&B product concepts
* Experience in project management
* Prior experience in engaging with multi-stakeholders at all levels, including provider management
* Passion for F&B, strong hospitality-service mindset and customer oriented solutions, as well as strong knowledge of operational management
* Good analytical skills with very good commercial competences
* Fast learner, dynamic and proactive “can-do” spirit
* Skills in the decision making process, which take into account the wider business, its challenges and strategy
* Resilient, flexible to adapt rapidly to changing environment and ability to work under pressure
* Ability to work remotely and independently, while promoting team work and team spirit
* Ability to establish and maintain trust, as well as manage internal and external stakeholders (e.g. customers, suppliers, colleagues, management)
* Ability to challenge established practices, innovate and deliver creative solutions
* Strong MS Office Knowledge and experience in product design methodologies, experience in using Business Intelligence tools or digital solutions for hospitality industry would be considered as an asset
* Strong oral and written communication skills
* Strong interpersonal skills and Sensitivity to cross-cultural protocols
* Experience at communicating externally using various communication channels would be considered as an asset
* German and English (fluent spoken and written), other European languages would be considered as an asset

Type of contract:
Cadre

Level of employment:
80-100%

Department:
Onboard RoW & Lounge Catering

Workplace:
Zurich Kloten, with flexibility to travel up to 20% (e.g. Geneva, Germany, Austria, as well as globally)

Starting date:
Upon agreement

Application deadline:
February 28th, 2018
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