Company Description
Let your passion fly!
We're proud to be one of the world's leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that's straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won't be your last. It could take you anywhere.
Join us and discover just how far you can go!
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
- Support Lounge Supervisor 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
Requirements
Academic Qualifications
- Post-secondary school education is desirable
- High school graduation
Knowledge, Skills, Training And Experience
- Good command of written and spoken English is mandatory with the local language being an advantage.Chinese (Cantonese and/or Putonghua) is desirable.
- 1-2 years relevant working experience in hotel management, catering hospitality, fine dining, and sizeable luxury hotel or in similar capacity is an
- Work experience as cabin crew or at lounge / airport is desirable.
- Customer oriented, energetic with helpful and outgoing personality.
- Eager to expand knowledge and skills in Food & Beverage industry.
- Demonstrate a positive attitude, attention to detail, great teamwork, ability to work well under pressure.
- Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay.
Benefits
- Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world's Top Global Airlines.
- Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.
- Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.
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.
