Lounge Ambassador
Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
At Cathay, we are committed to moving people forward in life — whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.
Make Your Career Move, together with Cathay.
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Role Introduction
In order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. Lounge Ambassador play a crucial role at the lounge by demonstrating to our customers the 3 key brand values of ‘Thoughtful’, ‘Progressive’ & ‘Can-do Spirit’, making all the moments of truth memorable by understanding the voice of our customers and ensuring top-notch lounge experience.
Key Responsibilities
1、Support Lounge Supervisor to manage lounge team.
2、Be in charge of managing customer requests for the entire lounge, primarily Business class lounges, as well as consolidating customer feedback for continuous improvement and new ways of personalising the experience.
3、Keep Supervisor informed of all matters of significance, handling and/ or outcomes upon need.
4、Deliver excellent customer service for customers in accordance to company and legal standards relating to service, food safety, health and safety.
5、Possess fundamental airline operations and hospitality knowledge to supplement Premium Service Team and ensure positive seamless experience within the lounge.
6、Interact with customers, anticipate their needs and be responsible for delivering special and personalized lounge experiences to high value customers and delight them utilizing digital tools and operational inputs.
7、Deliver start of shift duties such as stocking service counters, ensuring lounge seating area cleanliness.
8、During the shift, responsibilities include and are not limited to:
1）Guest relations
Greet customers warmly upon arrival.
Engage with passengers and build rapport by initiating conversations and offering personalized assistance.
Address inquiries and provide information upon customer needs e.g. lounge facilities, Cathay membership.
Handle customer feedback, complaints and requests in a professional and timely manner. Gather customer feedback to improve lounge experience.
Conduct lounge tours for VIPs, events, and stakeholders upon need.
Be a continual source of information, help and assistance to customers.
2）Lounge operations
Monitor the lounge environment, including seating areas, dining areas, and restrooms, to ensure that they are clean, tidy and well maintained.
See to it that customers are seated comfortably and there is Server present to take orders. Acknowledge orders and, where necessary, serve food and beverages.
Delegate tasks to lounge team as per customer and operational needs.
Conduct quality control and/ or quality audit activities.
3）Concierge services
Assist customers with any travel-related inquiries, such as baggage handling, flight connections, and serving child passengers.
Offer personalized suggestions for activities and experiences that align with customers' interests and preferences.
4）Check-in, Boarding and Disruption Handling services
Ability to operate the check-in system to perform smooth Check-in, Boarding and Protection handling duties.
During disruptions, be capable of providing protection to passengers and assisting with flight changes while complying with local CIQ formalities.
5）Communication and collaboration
Collaborate with other departments to address operational requirements and maintain service standards.
Attend regular training sessions to enhance product knowledge and stay updated on airline policies and procedures.
Share passenger feedback and insights with relevant teams to improve the overall passenger experience.
9、Through proper coaching training, act as a coach to new joiners during their on-job-training and impart operational knowledge, customer insights and company and legal standards.
10、Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards.
11、Emergency and Accident and Crisis Response responsibilities as required.
12、Any other reasonable task as requested including engaging in non-operational duties and projects.
Requirements
Qualifications / Experience:
1、Academic qualifications
1）College degree is desirable
2）Diploma in Hospitality / F&B or related disciplines is an advantage.
2、Knowledge, skills, training and experience
1）Good English skills on reading, writing, speaking and listening.
2）1-2 years relevant working experience in hotel management, catering hospitality, fine dining, and sizeable luxury hotel or in similar capacity is an advantage.
3）Work experience at lounge / airport is desirable.
4）Customer oriented, energetic with helpful and outgoing personality.
5）Eager to expand knowledge and skills in Food & Beverage industry.
6）Demonstrate a positive attitude, attention to detail, great team work, ability to work well under pressure.
6）Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay.
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
