General Manager, Delta Sky Club Operations
United States, Georgia, Atlanta
Customer Engagement & Loyalty
20-Sep-2024
Ref #: 26275
LinkedIn Tag: #LI-AD1
How you'll help us Keep Climbing (overview & key responsibilities)
Delta Air Lines and the Delta Sky Club (DSC) team operate 55+ airport lounges in 37 cities, encompassing more than 400,000 square feet of space across the United States. Our goal is to deliver the best airport lounge service in the world with a mission of making every single guest feel like the most valued person in the Club. The Delta Sky Club General Manager of Operations will oversee all aspects of the daily operations of Delta Sky Club. Will have regular contact with service partner leadership, Regional Operation Managers, station management and individual club Leadership to ensure optimal efficiency of each club and ensure that our Delta Sky Club standards are adhered to, performance is optimized, increase service and lead with high level of integrity. Will interact with our partners, including SodexoMAGIC and Compass Group and internal divisional Airport Customer Service leadership to ensure that goals and objectives are clearly communicated and aligned in the operation. Serves as the daily leader of the operation, by recommending and assisting in the implementation of an improved and more efficient way of running the business. Responsible for customer satisfaction scores and understanding and positively impacting financial performance. Will take a role in creating and opening new clubs to meet customer demands and expectation.
This position will be based in Atlanta and report into the Director of Operations and Design.
Duties and Responsibilities:
- Lead all Delta operational Delta Sky Club regional leadership and team members to success on daily, weekly, monthly, and annual action plans related to club strategic plan
- Help create and execute the Club system guest satisfaction objectives
- Help create and execute the Club system financial objectives
- Plan, organize, and facilitate regular performance leader meetings in the operation
- Hands-on daily supervision of ROM’s and Club operations to ensure quality delivery of DL product and service
- Assist in timely development of marketing and sales activities for the Club system
- Responsible for ensuring that training of all operational service team members is in place to deliver optimum quality
- Investigate and resolve quality and service issues in a timely fashion
- Plays an integral part in the selection hiring and training DSC operational leadership and key service partner staff of new team members
- Demonstrate positive leadership characteristics, which will inspire team members to meet and exceed standards
- Participate and influence in making the DSC system and each Club better
- Assist in the development of the annual Delta Sky Club budget
- Controls vendor annual budget and labor expenses
- Direct and maintain food handling in compliance with sanitation laws
- Understand and oversee all contract purchasing procedures for the Clubs and reviews and approves appropriate invoices
- Manage in compliance with local, state, and federal laws and regulations
- Promote and maintain high levels of Team member empowerment and satisfaction
- Develop short and long term financial operating plans
- Use statistical analysis to determine improved courses of action
- Adheres to, promotes and demonstrates DL values and principles.
- Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being
- Up to 40% travel, primarily domestic with the ability to create your own travel schedule.
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
What you need to succeed (minimum qualifications)
- A strong Hospitality background is required for this position
- Minimum 8 years' experience in food and beverage management
- Ability to interpret financial and operational data into operational plan
- Ability to interpret guest satisfaction data, draw conclusion and effectively implement change
- Strong ability to influence and shape the larger business without having direct control
- Superior leadership skills
- Proven experience leading portfolios of multiple units
- Excellent verbal and written communications skills
- Must be performing satisfactorily in current position
- Consistently prioritizes safety and security of self, others, and personal data
- Embraces diverse people, thinking, and styles
- Possesses a high school diploma, GED, or high school equivalency
- Is at least 18 years of age and has authorization to work in the United States
What will give you a competitive edge (preferred qualifications)
- Bachelor's degree in Hospitality Management is preferred