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About the Role

This pivotal role, reporting directly to the Senior Manager of Premium Product, is responsible for the day-to-day operational excellence of six Maple Leaf Lounges at Toronto Pearson International Airport (YYZ) along with a portfolio of other regional lounges. As the primary Product liaison for all lounge-related matters — from daily service delivery to major renovation and expansion projects — this role requires a grounded, present leader with deep hospitality instincts and a sharp eye for detail.

Responsibilities

Serve as the day-to-day operational lead for six YYZ lounges, maintaining an active four-day-per-week on-site presence to oversee service standards and guest experience.
Act as the first point of escalation for operational issues, resolving challenges quickly and decisively in a live airport environment.
Spearhead initiatives to streamline and resolve operational challenges within our lounge network, across all lounge formats (Cafés, Maple Leaf Lounges, and Signature Suites).
Implement proactive maintenance strategies, collaborate with airport partners, manage supplier facilities, and guarantee a seamless passenger experience.
Conduct regular structured audits of lounge performance across food and beverage quality, cleanliness, service delivery, condition and appearance, adherence to brand standards, documenting findings and driving efficient corrective action.
Coordinate with customer experience and airport operations teams to ensure consistent service delivery.
Act as the Product team’s on-the-ground point of contact for lounge renovation and openings at YYZ, bridging operational realities with key internal and external stakeholders.
Coordinate logistics, phasing, and service continuity during active renovation periods, minimizing guest impact.
Identify and lead initiatives to boost operational efficiency and support cost reduction.
Analyze processes for improvement opportunities, monitor performance metrics, and integrate customer feedback to enhance guest experience.
Serve as the primary Air Canada contact for our third-party lounge operator in YYZ, managing day-to-day accountability, service level adherence, and performance against contract terms.
Collaborating with key suppliers, resolve service failures and/or operational deficiencies in service.
Conduct periodic vendor performance reviews while understanding quality from the client’s perspective, utilizing tools and techniques to identify and rectify situations, considering the context and assessing the impacts on the organization. This includes incorporating quality management as a key function in day-to-day operations.
Establish and maintain strong relationships with suppliers and vendors.
Support contract negotiations and renewals.
Assist the Ground Product Design team in identifying opportunities to leverage technology for operational efficiency.
Collect and analyze data for strategic decision-making.
Assist in implementing menu and operational costing practices to ensure optimal pricing and profitability.
Assist in managing the logistics of lounge operations, including inventory and supply chain processes.

Requirements

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment.
Prior to their start date, candidates will need to provide proof of their eligibility to work in the country of interest.
Must be willing to frequently travel (>30%25) to various locations within our global network to ensure the highest standards of lounge operations are maintained and to facilitate direct oversight and coordination.

Skills

Deep understanding of professionalism and ethics in hospitality.
Strong problem-solving and decision-making abilities.
Data-driven analytical skills.
Expertise in quality and customer experience management.
Wine and food knowledge is advantageous.
Exceptional organizational skills and attention to detail.
Capable of handling multiple projects in a fast-paced environment.
Fluent in English, both written and spoken; French fluency is beneficial.
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Location

Toronto Pearson International Airport (YYZ)

Work Type

On-site presence required
Frequent travel

Experience Level

At least 3+ years in hospitality management
Preference for candidates with restaurant management experience

Education Level

Bachelor's degree in Hospitality Management, Customer Experience Design, or related field.

About the Company

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America.
Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Air Canada’s guiding brand principles – Flight Path – puts the customer at the centre of everything we do.
A welcoming, thoughtfully designed, and loyalty-building customer experience, supported by glowing-hearted hospitality is integral to realizing our company’s customer-centric vision.

Equal Opportunity

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.