Premium Services Ambassador

Role Introduction

To become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. The Premium Services Ambassador plays a crucial role at the check-in and lounge and boarding areas 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 airport experience.

Key Responsibilities

• Support the Premium Services Manager and Premium Services Supervisor to oversee the Premium check-in, First & Business class lounges and boarding experience.
• Oversees managing premium customer requests for at all touchpoints, primarily at First class check-in, as well as consolidating customer feedback for continuous improvement and new ways of personalising the experience.
• Keep the Premium Services Supervisor and Lounge Team informed of all matters of significance, handling and/ or outcomes upon need.
• Deliver excellent customer service for customers in accordance with company and legal standards relating to customer service and health and safety.
• Possess fundamental airline operations and hospitality knowledge to supplement the Premium check-in area, Lounge Team and boarding gate ensure positive seamless experience from check-in to boarding.
• Interact with customers, anticipate their needs and be responsible for delivering special and personalized experiences to high value customers and delight them utilizing digital tools and operational inputs.
• Deliver start of shift duties such as preparing the premium check-in area.
• During the shift, responsibilities include and are not limited to:

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 the overall customer experience. o Conduct tours for VIPs, events, and stakeholders upon need.
  • Be a continual source of information, help and assistance to customers. o Monitor the premium check-in environment to ensure that it is clean, tidy and well maintained.
  • Delegate tasks to lounge team as per customer and operational needs.

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.

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.

• 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.
• Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards

Requirements

• F.5 or Diploma in Hospitality or related disciplines is an advantage.
• Relevant working experience in hotel management, hospitality, fine dining, and sizeable luxury hotel or in similar capacity is an advantage.
• Work experience at lounge / airport is desirable.
• Standard of spoken/ written English. Cantonese and/or Mandarin is desirable.
• Excellent interpersonal skills with decision making, leadership and people management qualities.
• Initiative and problem-solving skills with the ability to manage multiple tasks under pressure.
• Customer oriented with a flair in delivering service excellence.
• A contributing team player with a positive attitude and an eye for detail.
• Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay.