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Assistant Manager – Lounge Dining & Hospitality

  • CED - Customer Experience & Design
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    25 Sep 2023
Role Introduction

Reports to: Customer Experience Manager – Lounge Dining & Hospitality

 

This position will play a key role in bringing our new Dining and Hospitality vision to life across our global lounge network.

The job holder will help make F&B a brand differentiator for Cathay Pacific Lounges. The job holder should be hospitality-focused and always operate with a customer mind-set and an insight-led approach. With a passion for food and customer, this position will be responsible for designing F&B propositions and managing food and beverage projects across our worldwide lounges. He / She is responsible for designing all aspects of the service experience across the lounge touchpoints, through the way we host our customers and design our services, taken from a hospitality perspective.

The job holder will use customer insights and benchmarking to define, design and deliver the Dining and Hospitality propositions working with a diverse range of stakeholders.  The job holder will also work with delivery partners to continuously improve the Dining and Hospitality experiences, ensuring its sustainability and evolution.  With an innovative, can-do attitude, this person is progressive, embraces change and challenges the norm to help deliver a uniquely Cathay Pacific Lounge customer experience.

Key Responsibilities

  • Using the Design Principles framework, he/ she will be responsible for designing the overall Lounge experience to detail the F&B philosophy, service and culinary guidelines and menu grids
  • Analyse customer insights to support the design and development of the F&B proposition across worldwide lounges. Responsible for using insights to initiate continuous improvement with key stakeholders.
  • Responsible for the successful execution of F&B design proposition changes, ensuring that every experience delivers a distinct Cathay Pacific brand experience.
  • Responsible for managing projects that bring the F&B brand philosophy to life.
  • Responsible for working with delivery teams to ensure the F&B proposition is deliverable and commercially sustainable, particularly in relation to new concepts and innovations.
  • Support delivery teams for Responsible for designing, defining and monitoring measures of success for new F&B concepts.
  • Support development of training, marketing and communication materials to support the F&B proposition.
  • Support other internal teams (i.e. ASD, CED-G and APD) for lounge renovations, new builds, and lounge contracts as they pertain to F&B, including lounge operator procurement and change-over.
  • Develop strategy to enhance alignment and synergy between inflight and lounge F&B proposition for best overall satisfaction and cost effectiveness.
  • Responsible for aligning the F&B proposition and design of ‘front of house’ service ware and equipment for lounges (i.e. anything the customer touches or sees as it relates to F&B). Consulted on ‘back of house’ operational equipment as it relates to the successful delivery of F&B design concepts. All service ware design to consider sustainability as part of the design process.
  • Define the service equipment, signage, menus and collaterals necessary to bring out the essence of the Cathay Brand across the various touchpoints in the airport and lounges.
  • Responsible for updating all F&B culinary design standards, ensuring relevancy and in line with any re-branding, new lounge build or lounge renovations to reflect the right culinary experience.
  • Responsible for conducting trends benchmarking on competitors as well as within the hospitality industry on the F&B and service experiences and learn from the Best in Class.
  • In conjunction with your hospitality counterpart(s), design service and F&B concepts, propositions and develop the business case for ECC endorsement.
  • Responsible for the articulation/ documentation of guidelines/ process and work with the delivery teams on their sequence of service (SOS) to ensure the Hospitality ethos and service standards reflect the overall customer experience.
  • Support the design and development of the Dining and Hospitality guidelines across worldwide lounges. Responsible for using insights to initiate continuous improvement with key stakeholders.
  • Manage projects in a cost efficient and structured project management plan including but not limited to a risk register to ensure that all projects are clearly outlined and progress within the pre-determined time frame, including the financial analysis of the costs and benefits and budget preparation.
  • Accountable for his/her own articulation, documentation of guidelines and process documents
  • As part of a cross-functional team, this role may at times require the job holder to support projects across any part of the food, beverage and hospitality portfolio.
Requirements

This role may be filled by a person from a range of different backgrounds, who may not have previously worked in airlines, to help bring our Dining and Hospitality vision to life:

  • Relevant educational experiences or equivalent that reflects an understanding of customer experience, premium service and/or food and beverage.
  • A culinary, hotel and/or catering management graduate an advantage.
  • 5 – 8 years of previous experience in the hospitality industry including hotel and/or F&B management highly regarded
  • Previous work experience and background of customer experience in an airline or F&B skills gained in airline catering, hotel or restaurants highly regarded.
  • A keen passion of food and beverage, including current local and international trends.
  • Able to focus on customer needs.
  • Able to design great customer experiences and propositions to identify what is to be delivered to customers.
  • Good research and analytical skills with a learning mind set to continually research changing consumer trends.
  • Strong project management and presentation skills.
  • Good communication and interpersonal skills and ability to manage a range of stakeholders.
  • Possess strong planning and organisation skills, and be able to work independently.
  • Strong command of spoken English and strong written/verbal communication skills.
  • Ability to communicate in Cantonese and Mandarin is an added advantage
Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer. 

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