Lounge Manager

POSITION SUMMARY

The Lounge Manager is responsible for elevating and protecting the Flexjet owner and crew experience within our dedicated airport facility at Farnborough Airport. The purpose of the role is to ensure the environment, hospitality standards and service culture consistently reflect Flexjet’s premium private aviation brand. The role focuses on real-time oversight, customer experience leadership, brand environment management and close coordination with Farnborough Airport and Flexjet internal teams. Unlike traditional FBO operational management, this is a luxury hospitality–led position centred on service excellence, brand representation and the refinement of the owner journey.

DUTIES & RESPONSIBILITIES

• Ensure the Flexjet terminal consistently delivers a premium private aviation environment, maintaining ambience, décor, layout and presentation to our brand standards.
• Coordinate with our internal marketing team to update displays, introduce seasonal touches and maintain a polished, luxury environment.
• Oversee all hospitality elements (including food and beverages, amenities and lounge presentation) ensuring service mirrors five-star guest-relations expectations.
• Partner with our Owner Services and Owner Experience teams to embed a culture of personalised service for our Owners and crew.
• Own the full owner journey from arrival to handover to Farnborough Airport, ensuring smooth flow, appropriate staffing levels, and immediate issue resolution.
• Monitor owner feedback, NPS and satisfaction indicators, implementing improvements to elevate the experience.
• Maintain high visibility during peak periods to oversee queues, timing, baggage flows and service delivery, ensuring standards are upheld.
• Act as Flexjet’s first point of contact regarding operational matters, including stand allocation, parking priorities and coordination with ground handling teams.
• Serve as the communication bridge between Flight Operations / Owner Services and Farnborough Airport/ground handling teams, managing special requests, late passengers, and irregular operations.
• Develop, maintain, and enforce terminal SOPs, service flows, and checklists to ensure consistent execution.
• Lead opening readiness activities including SOP development, test days, soft openings, training and go-live preparation.
• Build and oversee a small pool of Flexjet representatives to ensure continuous representation, with clear handover and escalation structures.
• Maintain strong relationships with Farnborough airport, airport authorities, hospitality vendors and other local partners.
• Provide regular reporting on owner/crew experience, lounge utilisation, service delivery, operational coordination, and SOP compliance.

EDUCATION & EXPERIENCE

• Extensive leadership experience in luxury hospitality, premium lounge operations, private aviation or UHNW client service environments.
• Proven experience working confidently with UHNW individuals, demonstrating strong emotional intelligence and anticipatory service skills.
• Experience implementing brand standards and service-culture programmes.
• Strong project management skills, ideally including opening readiness or hospitality concept launches.

• Excellent communication, stakeholder engagement and conflict resolution capabilities.
• Ability to meet aviation security, background-check, and drug/alcohol testing requirements.
• Knowledge of sustainability practices relevant to premium aviation is desirable but not essential.
• Flexibility to work varied hours including weekends and public holidays.

REQUIRED SKILLS & QUALIFICATIONS

• Exceptional emotional intelligence and confidence engaging UHNW clientele.
• Strong leadership presence with the ability to inspire a hospitality-driven service culture.
• Advanced communication skills, both written and verbal, suitable for high-level stakeholder interaction.
• Highly organised with excellent attention to detail, ensuring flawless Owner Journey execution.
• Ability to anticipate guest needs and proactively resolve potential issues.
• Strong operational awareness and ability to manage real-time service environments during peak flow.
• Skilled in coordinating cross-functional teams and managing multiple priorities simultaneously.
• Proficient in developing SOPs, service flows and process documentation.
• Strong project management capabilities, particularly for openings, soft launches and continuous improvement.
• Competent in Microsoft Office, reporting systems, scheduling/rostering tools and hospitality/CRM platforms.