Manager - Lounges Design and Development

Job description

Location: Gurugram | Sep 17, 2026 Position Title: Manager – Lounge Design and Development Job Code TBD Grade: TBD Function: CX Location: Gurugram Reports to: Chief Manager – New Lounge Development Role Level: CXO-3 • Job Purpose • Responsible for conceptualizing, planning, and executing the development of new lounges and other hospitality facilities, ensuring they align with the airline's brand identity and service standards • Key Accountabilities New Lounge Development • Develop a comprehensive strategy for the expansion and improvement of the airline's lounge and hospitality facilities in alignment with the overall customer experience strategy. • Identify key target locations and evaluate market demands to prioritize new lounge development opportunities. • Lead the end-to-end planning and execution of new lounge development projects, adhering to established timelines, budgets, and quality standards. • Collaborate with cross-functional teams, including architects, designers, contractors, and relevant internal departments, to ensure a seamless development process. • Conduct feasibility studies, risk assessments, and cost-benefit analyses to support decision-making during the project lifecycle. • Ensure that the design, ambiance, and services provided in new lounges align with the airline's brand identity and values, enhancing the overall passenger experience. • Implement and maintain consistent standards across all lounges to deliver a unified and exceptional customer experience. • Cultivate strong relationships with internal stakeholders, including Customer Experience, Marketing, Operations, and Finance, to gather input, secure approvals, and ensure collaboration on lounge development initiatives. • Liaise with external partners, suppliers, and vendors to negotiate contracts, source materials, and deliver projects on time and within budget. • Oversee quality assurance processes to ensure compliance with relevant regulations, safety standards, and customer satisfaction metrics for all new lounge developments. • Conduct regular audits of existing lounges to identify areas for improvement and implement corrective actions as needed. • Develop and manage budgets for new lounge development projects, closely monitoring expenses to ensure financial targets are met. • Identify cost-saving opportunities without compromising on the quality and comfort of lounge facilities Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. • Skills Required for the role Planning & coordination skills Analytical skills Customer centricity Stakeholder Management Strong leadership skills Excellent communication & negotiation skills • Key Performance Indicators Customer Satisfaction (CSAT) Score Net Promoter Score (NPS) New Lounge Openings Lounge Utilization Rate • Key Interfaces Internal Interfaces CX Teams • Close coordination with the Customer Experience team is essential to understand passenger preferences, gather feedback, and ensure that the new lounges meet customer expectations Eternal Interfaces Contractors and Suppliers • Liaise with contractors and suppliers responsible for executing the physical construction, interior design, and supply of materials for the new lounges • Educational and Experience Requirements Minimum Education requirements • Bachelor's degree in Business Administration, Hospitality Management, or a related field. • A Master's degree is a plus Experience Minimum Desired • 5-7 years of experience in lounge development, hospitality management, or a related field within the airline or hospitality industry • 7+ years of experience • Strong project management skills with a successful track record of delivering complex projects on time and within budget