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Description

Responsible for implementation of hospitality offerings across all the United Airlines Premium Services ground products which consist of United Clubs, Polaris Lounges, Global Receptions, Tarmac Services, Airports with Global Services staffing and more.  Leader oversees the management of third-party provider relationships for the products and leads a team of managers across the network to ensure standards are met in the operation.  Leaders must create close relationships with Airport Operations, Customer Service, Commercial Hospitality team, Real Estate, Finance, Marketing, Loyalty and other operations groups.  This individual will be responsible for the operating budget to maintain our facilities and will constantly identify ways to increase operational efficiency while maintaining the brand integrity of United's Premium Services.

Lead the creation of a hospitality culture within all airport Premium Services areas.  Lead the implementation of product and service standards for all Premium Services products to improve the quality and condition of the experience of passengers under the scope of this team.  Liaise with key division leaders and workgroups to develop and deliver a consistent product and experience 

Oversee third party providers of hospitality at all facilities where applicable, ensuring the quality control and brand standards are met by the third parties, coordinating quarterly and monthly business reviews, and holding partners accountable for meeting customer’s needs.  Lead, develop, and oversee the execution of a system-wide quality program for the United Clubs and Lounges; Ensure that furniture, fixtures, back-of-house appliances and set-up are in working order for service delivery to customers

Oversee the leaders that are responsible for day-to-day operational execution of the Premium Services offerings, motivating team members, leading with hospitality, and ensuring team meets government health codes and customer service standards.   

Represent Premium Services Operations as we develop and grow the product portfolio including new and remodeled clubs/lounges, updated service standards driven by United (customer standards), third parties (e.g. health codes), or other groups that have an impact on operations

Qualifications

What’s needed to succeed (Minimum Qualifications):

 

·        Bachelor’s degree in business, Operations, Hospitality, or a related field.

·        10+ years of relevant experience

·        5+ years of budget oversight experience

·        5+ years of vendor management/oversight

·        5+ years of airline operations experience

·        Airport operations, Front line leadership, Business case building

·        Demonstrated leader of cross functional teams.

·        Strong verbal and written communication skills - with strong executive presence. 

·        Demonstrated project planning and execution.

·        Microsoft Office and analytical skills.

 

What will help you propel from the pack (Preferred Qualifications):

·        10+ years of hospitality experience

·        Advance degrees or certifications, preferably in Business, Operations, Hospitality, or an MBA.

·        Project Management experience

The base pay range for this role is $155,895.00 to $202,960.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.