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Commercial Food and Beverage Operations Manager
4 weeks ago
LaGuardia Gateway Partners (LGP) is the developer and manager of the award-winning Terminal B at LaGuardia Airport. The company's approach to guest experience and terminal design and operation leads the industry. Terminal B has achieved many 'firsts' – including being the first terminal in North America to earn a perfect 5-star rating from Skytrax and the first airport terminal project to achieve LEED Gold v4 for design and construction. In addition, Terminal B was named World's Best New Airport Terminal.
The Manager, Commercial will be responsible for the successful development, leasing, activation and management of the retail and services programs, partners and businesses throughout all existing and new areas of Terminal B. The Manager will oversee the operational and financial performance of such partners and businesses with the objectives of maximizing commercial (non-aeronautical) revenue, expanding the Terminal's commercial offerings, enhancing LGP's and Terminal B's competitive positions, and elevating guest service and experience.
Key Responsibilities- Establish, manage, and maintain strong relationships with commercial partners, partner agencies and other stakeholders, including government regulatory agencies, local governments, airlines, vendors, sub-concessionaires, consumer groups and the airport business community.
- Conduct daily/weekly operations and concession performance visits to monitor quality assurance, guest experience, and lease compliance.
- Audit Commercial Partner operations to ensure compliance with Lease requirements and Standard Operating Procedures and work constructively with Commercial Partners to resolve issues as they arise.
- Monitor commercial performance by establishing and using suitable KPIs benchmarked against other airports, terminals and transit centers, shopping centers, and other comparable non-airport facilities.
- Develop and implement successful commercial strategies, plans, campaigns, and programs to ensure maximum performance, annual growth in sales and sales per passenger, and increased revenues.
- Manage the guest experience program that includes mystery shops, passenger engagement surveys, employee incentives and employee learning & development to ensure the highest level of guest service to passengers.
- Work collaboratively with the marketing and guest experience teams on entertainment, activations, promotions and other sales driving and experiential initiatives.
- Assist with the development of annual budgets and business plans for the Commercial Team.
- Develop appropriate processes, systems, and methods to understand the current travel retail environment, trends and influences on customer buying patterns with a view to the development of new product offerings.
- Ensure regular reporting and coordination within LGP and to its external partners and stakeholders.
- Assist in the preparation, procurement and/or administration of all sub-contracts relating to commercial businesses, including concessions, office, storage and other space rental, advertising, property development, etc.
- Lead and mentor Commercial team members. Promote and maintain strong team morale.
- Represent LGP in community- and privately sponsored events that add value to LGP and the local community and foster good relations and community growth.
- May provide additional support and assistance to the development of community, government, and industry relationships.
- Provide input to the annual plan and yearly budget as it relates to the Commercial Operations.
- Provide support to other teams and commercial partners for the smooth transition into new premises.
- Work with stakeholders to ensure continued services during Irregular Operations
- Maintain accountability for revenue projections of Food & Beverage.
- Monitor contractual terms.
- Perform all other duties as required.
