General Manager Operations

About the Company Hello Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate. Our promise to you: -We will respect and value your background and perspectives -We will work together with integrity -We will share our incredible pride for job, company, and industry What we ask of you: -Bring passion to all that you do -Listen, move fast and think innovatively -Speak up, have ideas, and share them -Believe in customer service, and treating every person with kindness As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world. Who we are: We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travellers. Through the years we have worked incredibly hard to create an experience that is both accessible and quality. Almost 26 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances, and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa, etc. With the future of travel always insight, we created Smart Traveller, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better. Join our family today. Together, we'll make travel better. About the job: The General Manager of Operations is accountable for overseeing the entire operational ecosystem for Plaza Premium within the São Paulo airport system. This leadership role ensures that all guest touchpoints deliver the highest standards of quality, efficiency, and hospitality, providing an exceptional experience for every traveller. The General Manager of Operations is responsible for operational excellence, regulatory compliance, and guest satisfaction across all services. Operational Management: Oversee daily operations across Plaza Premium Group portfolio. including partner lounges Develop, implement, and continuously improve operational policies and procedures tailored to Plaza Premium Group within the Rio de Janeiro airport system, enhancing guest experience and operational efficiency. Monitor and analyse performance metrics for all services, identifying opportunities for improvement and implementing corrective actions Ensure full compliance with Brazilian regulatory requirements and company policies, including, labour laws, health &safety, and airports standards. Coordinate with other departments to guarantee integrated operations and outstanding guest satisfaction. Own the customer experience and Net Promoter Score (NPS) across all customer touch points. Financial Management: Accountable for the P&L, budgeting, forecasting and cost control within the Rio de Janeiro airport system Responsible for hiring, training and engagement. Job Requirements: Bachelor’s degree in business, hospitality, real estate, or related field (MBA is plus) Fluency in Portuguese and English (mandatory); Spanish is a plus. 10+ years of experience in senior management, experience in hotels, airport operations & hospitality is an advantage Preference to have a track record in managing multi-service operations within airports or similar industries Proven ability to build long-term partnerships with clients Strong understanding of airport infrastructure and regulatory environments in Central & South America (is a plus) Excellent communication, stakeholder management, and financial acumen Willingness to travel frequently within the region Demonstrates exceptional interpersonal skills, emotional intelligence & empathy