- Support Lounge Lead to manage lounge team.
- Oversees 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.
- Keep Lounge 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 service, food safety, health and safety.
- Possess fundamental airline operations and hospitality knowledge to supplement Airport Service Team and ensure positive seamless experience within the lounge.
- 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.
- Deliver start of shift duties such as stocking service counters, ensuring lounge seating area cleanliness.
- 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 lounge experience.
- Conduct lounge tours for VIPs, events, and stakeholders upon need.
- Be a continual source of information, help and assistance to customers.
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.
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.
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.
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.
- Emergency and Accident and Crisis Response responsibilities as required.
- Any other reasonable task as requested including engaging in non-operational duties and projects
