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Delta Air Lines, Inc. General Manager, Sky Club Facilities in ATLANTA, Georgia

General Manager, Sky Club Facilities

United States, Georgia, Atlanta

Customer Engagement & Loyalty

09-Jan-2020

Ref #: 1893

LinkedIn Tag: #LI-PB1

How you'll help us Keep Climbing (overview & key responsibilities)

The Delta Sky Club (DSC) operates 54 airport lounges, in 36 cities, across three countries encompassing more than 500,000 square feet of leased space. The General Manager is responsible for Sky Club facility related strategies and programs including management of capital and operating budgets required for new construction, renovation and maintenance of all current clubs and planning real estate needs of future locations to support the Delta network. The position reports to the Managing Director of Sky Clubs.

Role Highlights:

Best-in-class leader responsible for development and management of the Club Environment and Facilities. This leader will be specifically responsible for development and execution of the long-term strategic road map for expansion of the Delta Sky Club network, this position will work closely with the Club Experience & Operation team as well as CRE, Airport Customer Service and Marketing. The role will lead a cross functional team to innovate on the Club interiors through delivery of an end-to-end design & construction of the Delta Sky Clubs. This leader also has accountability for the day to day brand design ownership and must develop/ execute the product change management best practices, strategies, tools and measurement criteria as well as prioritize work flow.

This leader must employ a collaborative, cross-functional approach as they look to inspire and lead fellow stakeholders to develop and deliver truly differentiated guest experiences that effectively consider the Delta brand, operational efficiency and the importance of efficient using airport real estate to meet capacity demands. Provide critical thought leadership to deliver hospitality design vision that highlights regional curated experience which is aligned with Delta’s global connection. Lead the scoping, and implementation of current and future enhancements to the brand offering for our high value customers, provide overall leadership and oversight to team of ten professionals with focus on capital projects, small scale improvements and maintenance, furnishings and budget/project management resourcing. Oversight of annual budget working with Finance team to develop forecast tracking and cost controls, drive research in partnership with marketing and consumer insights to ascertain necessary consumer insights to drive changes or enhancements to the brand design, effective vendor management with multiple vendors to ensure delivery of project schedules and drive partnership for innovation.

Key Responsibilities:

  • Responsible for management of annual capital budget $100-150M and annual operating budget of $12-15M. Develop annual budgets for approval by senior leadership and manage forecasts throughout the year to ensure company financial objectives are met.

  • Primary liaison with Corporate Real Estate to develop and execute facility programs including engagement of design consultants and construction teams.

  • Lead development of business cases to support Club facility projects and communicate benefits both financial and experiential to executive leadership.

  • Lead decision-making on Club configuration, space program, amenities standard finish application, implement design direction from creative brand team of Clubs to ensure brand is elevated for Delta’s high value customers.

  • Develop and manage the ongoing maintenance reporting, decision, funding, and tracking process

  • Engage in product development cycles with the entire DSC team by providing feedback and critical thinking to refine the product and implementation plan

  • Develop and manage productive relationships with key stakeholders to effectively implement facility programs and elevate the condition of the hard product including DSC Customer Experience team, DSC Regional Operations Managers, ACS, CRE and Finance.

  • Research, develop, and propose changes, refinements, or evolutions as part of the broader DSC evolution strategy with vision to create high end hospitality environments.

  • Seek out industry leading partners, suppliers and consultants that can provide beautiful high-quality furnishings and finishes that make Sky Clubs an innovator among airline lounges while achieving budget and schedule objectives.

  • Technical Skills and Knowledge:

· Extensive experience developing brand design solutions

· Experience leading development of programmatic design solutions

· Extensive experience in delivering an innovation process

· Extensive and credible appreciation of brand management

· Experience dealing with key stakeholders in highly matrixed organization from executive-level to staff colleagues.

· Experience in managing logistically complex programs

Managerial Skills:

· A good ‘real world’ sensibility when applying strategic solutions

· Strong at tactical delivery with a good eye for details

· Able to influence those outside own reporting structure

· Responsive to demands from multiple stakeholder groups and able to understand and balance consumer, brand and enterprise perspectives

· High degree of personal drive and able to pursue own intuition and vision

· Able to apply creative methodologies and thinking to the tasks

· Passionate advocate of branding the guest experience

· Ability to influence and lead projects to executive level

What you need to succeed (minimum qualifications)

  • BA/BS college degree required; degree in engineering, architecture, or construction/project management a significant plus, MBA/Master’s degree preferred.

  • Knowledge of facility project development processes and procedures as well as construction process terminology

  • Strong architecture/engineering plan review skills with a focus on understanding all the details

  • the ability to communicate complex technical information to non-technical stakeholders.

What will give you a competitive edge (preferred qualifications)

  • Strong software application skills including MS Office, AutoCAD, and Adobe; experience building financial and project tracking models a plus

  • Developed ability to work independently, direct own work, and own the life cycle of a project

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here

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