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Assistant Manager Lounge Service Delivery

  • ASD - Airport Services Delivery
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    26 Sep 2023
Role Introduction

Reports To: Lounge Service Delivery Manager HKIA

The job holder oversees performance management, recruitment, engagement, and learning and development of Cathay Pacific lounge front of house team.   

This role is responsible for maintaining and enhancing lounge front of house team's productivity, fostering excellent teamwork and team spirit to enable an enjoyable working environment, which in turn to enable highest service standards for our customers at all Cathay Pacific airport touchpoints for premium customers and lounges at Hong Kong International Airport (HKIA).

This role is the representative of Airport Premium Service and Lounges team to interface with The Learning Academy on learning and development needs of the operations.

Key Responsibilities

  • Manage performance of lounge front of house team assigned through close monitoring and counselling interviews.
  • Address disciplinary and performance issues, table cases to Lounge Service Delivery Manager HKIA when necessary.
  • Support attendance management programme and other staff matters, and make recommendations for improvement.
  • Support and organise initiative to enhance staff morale.
  • Coordinate departmental nominations for internal and external awards.
  • Coordinate and facilitate consultative group meetings with frontline staff.
  • Act as Airport Premium Service and Lounges representative in corporate projects like Betsy or Niki award, interdepartmental competitions.
  • Support staff management and engagement, advise and suggest initiative to promote teamwork.
  • Participate in recruitment interviews for Level A positions and provide support throughout induction to promotion.
  • Handle all promotions.
  • Work with the Talent Acquisition team on resource planning and recruitment needs and take part in all interview panels
  • Support ad hoc workshops, exchange programmes and tours at HKIA lounges.
  • Be responsible for the progression and promotion development processes for frontline staff.
  • Work with rostering team to schedule development programmes for lounge front of house team.
  • Work with The Learning Academy on training needs analysis, curriculum review, training programmes and schedule.
  • Establish talent pool and prepare talents for attending corporate or development events.
  • Coordinate community events e.g. Chinese New Year event, talent shows etc., liaise with marketing team on corporate events upon need.

  • Minimum 5 years working experience in human resources including but not limited to talent acquisition, performance management, rewards and compensation, internal communications and employee engagement.
  • Airline and hospitality experience is an advantage.
  • Coaching, counselling and communications skills.
  • Fluent in written and spoken English and Cantonese, with Putonghua a plus.
  • Understand catering, hospitality, private members club or hotel operations, and culture and dynamics of employees in these fields.
  • Drive to improve overall performance of frontline teams.
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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