The Hospitality Services Manager is responsible for managing and governing day‑to‑day hospitality service delivery across airport facilities. The role ensures services are executed consistently, safely, and in alignment with service quality expectations and operational requirements. Acting as a senior operational manager, the role oversees supervisors, service teams, and partners to deliver reliable customer experiences.

Daily Hospitality Operations Control

Manage operational delivery of hospitality services, ensuring staffing, resources, and facilities are aligned with operational demand.

Service Quality & Standards Enforcement

Ensure front‑line services consistently meet defined quality benchmarks and hospitality standards.

Regulatory & Safety Compliance Management

Ensure hospitality services comply with airport operational rules, safety procedures, and aviation security requirements.

Team Leadership & Capability Management

Lead supervisors and teams, setting clear expectations for performance, behaviour, and service culture.

Vendor & Contract Performance Oversight

Monitor outsourced service providers, addressing performance gaps and enforcing contractual obligations.

Incident & Service Recovery Management

Lead response to service failures or customer escalations, restoring service quality quickly.

Operational Reporting & Continuous Improvement

Track service KPIs and customer feedback to drive improvement actions.

Hospitality Service Operations Management
Strong understanding of managing frontline hospitality services.

Service Quality Control
Ability to measure and enforce consistent service delivery.

Operational Compliance in Airports
Knowledge of airport access, safety, and operational procedures.

People Management in Service Environments
Proven leadership capability in customer‑facing teams.

Performance Monitoring & Improvement
Ability to use data and feedback to improve service outcomes.

• 12–15+ years in hospitality or service operations, with managerial responsibility.
• Experience operating in regulated or high‑volume environments.
• Proven leadership of supervisors and service teams.

Agility

Hospitality Operations L4

Port / Cargo / Guest Interface L4

Hospitality Risk & Compliance Oversight L4

Data Accuracy & Reporting L4

Regulatory Compliance L4

AI Fluency

Build High-Performing Teams

Leadership

Provide Direction

Quality

Resilience

Bachelor's Degree in Hospitality or any related field