Hospitality and F&B Management Lounges (80-100%, limited contract until April 2021) in Zürich

Catering in air travel has a long history – with still a very glamorous side, but especially during the last 20 years also with a highly commoditized and strongly cost-focused side. Many passengers today do not expect a lot from airline catering, while at the same time food & beverage service can serve as an excellent “brand channel” and drive customer satisfaction. This is a huge playground for innovation.

We are a highly motivated product management team, designing the worldwide food & beverage & hospitality experience of about 100 million passengers each year for SWISS, Lufthansa and Austrian Airlines.

Your duties

Hospitality and Food & Beverage Services in the Lounge touchpoint are highly relevant for the overall customer experience and are a key element of the "New Premium" strategy.

With the aim to create relevant offers for our customer segments and in order to improve customer satisfaction, as well as brand loyalty in the long term, you are responsible to:

• Understand Lounge relevant “personas” or customer segments, based on customer insights and work with customer data in order to develop and decide on relevant concepts (“data driven product management”)
• Jointly design with Lounge product team the holistic New Premium Customer-Centric Hospitality and F&B experience for the Lufthansa Lounge passengers to ensure product consistency
• Design Hospitality and new F&B holistic product concepts including integration of digital services elements, using experience design methodologies, test and implement them with the catering providers
• Manage product lifecycles and ensure that the product is continuously optimized
• Ensure that the service concepts can be implemented operationally, taking into consideration the given infrastructure, operational constraints, as well as budget
• Contribute to lounge renovation projects, e.g. F&B concept design and F&B infrastructure requirements
• Ensure that the catering providers deliver according to defined specifications, service levels, prices and procedures and budget are adhered to
• Steer quality of Lounge catering providers within lounges in area of responsibility (Lufthansa Lounges)
• Manage interfaces with Ground Operations and Ground Product Management related to the delivery of the lounge catering product, as well as other interfaces within Lufthansa Group
• Support procurement RFP process with for example validation of supplier product execution and capabilities

• Bachelor’s degree in Hospitality-Hotel Management and 2-5 years’ work experience in Hospitality/Hotel industry, with focus on F&B Product Management, including opening of new F&B point of sales
• Experience in designing customer centric Hospitality and F&B product concepts, as well as implementing them to improve customer experience
• Experience in project management
• Prior experience in engaging with multi-stakeholders at all levels, including provider management
• Passion for F&B, strong hospitality-service mindset and customer oriented solutions, as well as strong knowledge of operational management
• Good analytical skills with very good commercial competences
• Fast learner, dynamic and proactive “can-do” spirit
• Ability to clearly define objectives, plan, prioritise, organise and execute multiple activities efficiently and within set deadlines
• Resilient, flexible to adapt rapidly to changing environment and ability to work under pressure
• Ability to work remotely and independently, while promoting teamwork and team spirit
• Ability to establish and maintain trust, as well as manage internal and external stakeholders (e.g. customers, suppliers, colleagues, management)
• Strong MS Office Knowledge and experience in product design methodologies, experience using Business Intelligence tools or digital solutions for hospitality industry would be considered as an asset
• Strong interpersonal skills and confidence to professionally interface, advise and influence at all organizational levels both internally and externally
• Experience at communicating externally using various communication channels would be considered as an asset
• Excellent problem solving skills and sensitivity to cross-cultural protocols
• German and English (fluent spoken and written), French and other European languages would be considered as an asset
• High travel flexibility to Germany (expected to be in Frankfurt every week), Austria, as well as globally

Details

Employment level: 80-100%

Department: Hospitality and F&B Management 

Work place: Zurich, Kloten

Starting date: As soon as possilbe or upon agreement

Application deadline: July 21st, 2019