Lounge Ambassador

Company Description

Cathay is a leading premium travel lifestyle brand proudly based in Hong Kong and recognised worldwide for excellence. We are one of the world’s most awarded airlines and known for our exceptional service, innovation and a commitment to safety and quality.

The Cathay Group spans Premium Travel, Cargo, Low-Cost Travel and Lifestyle, bringing together renowned brands including Cathay Pacific, Cathay Cargo, HK Express and Air Hong Kong to connect people and places across the globe.

Founded in 1946, Cathay Pacific has grown into a globally respected aviation leader while remaining deeply committed to Hong Kong and the Greater Bay Area. Join Cathay and be part of a passionate, forward-looking team shaping the future of travel.

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 Lounge 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 Lounge Services Manager and Lounge 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 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 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 personalised experiences to high value customers and delight them utilisng 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
• Conduct tours for VIPs, events, and stakeholders upon need
• Be a continual source of information, help and assistance to customers
• 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 personalised 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
• Customer oriented, energetic with helpful and outgoing personality
• Demonstrate a positive attitude, attention to detail, great team work, ability to work well under pressure
• Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay
  
  

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only.