General Manager

General Manager

Based at Edinburgh Airport

Permanent Contract

Full time hours (37.5 hours per week)

Salary – £45k+ (dependant on experience)

Why MAG?

For airports, for partners, for people. We are CAVU. Founded by MAG (Manchester Airports Group) and backed by over 80 years of aviation expertise, we’re striving to revolutionise airport travel, creating value for passengers, and importantly, the businesses that serve them.

From our revenue accelerating single platform technology, Propel, through to our world class hospitality venues including Hangar, 1903 and Escape Lounges – our solutions make travel more seamless and enjoyable for passengers and more profitable for our clients and partners.

Our name is taken from the aviation, meteorology term, ‘Ceiling and Visibility Unlimited’, which designates the perfect flying condition.

More than just a name, CAVU is our mindset. It represents all that we stand for. Our proud aviation heritage, our drive to push boundaries, and the very essence of what we do: creating seamless, enjoyable travel experiences for airport passengers. 

Together, we can reach new heights. Together, we are CAVU. 

The role

Are you a dynamic leader with a passion for creating exceptional customer experiences? We’re seeking a General Manager to join our Airport Experiences Team and lead the launch of a brand-new lounge at Edinburgh Airport.

As the General Manager, you will be responsible for building and leading a brand-new team from the ground up, ensuring smooth operations and a top-tier service experience for our guests. This is an exciting opportunity to make a real impact in an evolving and high-energy environment.

Our award-winning airport lounges offer an unrivalled passenger experience and are ranked as the number one common-use lounges in the UK across TripAdvisor, Google, Yelp! and Facebook reviews.

Duties will include:

• Build, lead, develop and inspire the team through the delivery of the CAVU Experiences leadership culture.
• Oversee the planning, development, and successful launch of the new lounge.
• Responsible for recruiting, supporting, employee relations and people development to deliver an efficient, high-quality service for CAVU and its clients.
• Monitors service levels and coaches the team to improve speed (efficiency) and quality of service.
• Build strong relationships with our Edinburgh partners and ongoing client liaisons to enable operational excellence.
• Plan, lead and deliver effective mobilisation or refresh of facilities, co-ordinating with relevant support functions as appropriate.
• Responsible for overall review and financial performance of the F&B unit.
• Accountable for COSHH, Food Safety, Fire Safety, H&S, alcohol, legal regulations, environmental policies and duty of care to customers and colleagues.
• Plans and manages colleague deployment in line with business demand.
• Responsible for the correct ordering of stock, ensuring adequate stock is maintained whilst carefully managing costs to minimise value held.
• Responsible for developing a high performing team capable of delivering an exceptional customer service in line with the KPI’s.
• At regular intervals, reviews manpower plans against actual positions in place & current trading for reporting units.
• Responsible for delivering MI data in a timely manner.
• Responsible for managing the lounges social media communications.
• Collaborate with the Duty Management team to review customer service standard on a regular basis and identify action to rectify shortfalls.
• To follow all procedures on energy conservation.
• Develop the guest journey, delivering the F&B products and service brand standards to drive satisfaction and loyalty.
• Analyse quality and service results by removing root causes of dissatisfaction and improve the guest experience.

What will make you successful in the role?

• A solid background in the hospitality sector, with a proven track record of high-end delivery in a fast-paced environment.
• Demonstrable experience of managing bar and catering teams either in house or via contracted providers.
• Analytical skills with a solution orientated approach to deliver on budgets.
• A solid understanding of the market.
• Successfully managed budgets, capable of prioritising spend, driving profit and identifying cost efficiencies.
• Computer literacy on mainstream PC applications including Microsoft office.
• Ability to manage resources in line with targets.
• Ability to manage a P&L.
• Able to create a culture of results within a high-pressured environment through a strong team spirit, instilling a hunger to be part of a winning team. Anticipates and takes advantage of internal and external factors, for long term commercial benefit. Is highly organised in working style, prioritising, scheduling and delegating with skill.
• Takes ownership, is committed to achieving growth by creating a culture of innovation commitment and engagement. Has courage to promote and foster independent decision making throughout the team, enabling both individual and team growth.
• Know the key principles of risk assessment and how to identify, plan for and minimise risks to the service and operation.
• Food Hygiene level 3 or above would be an advantage, but not essential.

You will be required to take a flexible approach to your working hours. Our Lounges are open 7 days a week (04:00-22:00).

Benefits:

• Access to our employee rewards portal with discounts and savings
• 24hour Employee Assistance Programme
• MAG Pension scheme which doubles your contribution
• Fantastic career development opportunities
• Tax free Airside shopping in our departure lounge
• Meals on duty

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer, we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

Our Colleague Resource Groups include: Women’s Network, Embrace – Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity