Lounge Ambassador

Role Introduction

Reports to: Lounge Service Delivery Manager

To become our customers' most-loved service brand, service excellence is at the heart of our brand value proposition.

As the Lounge Ambassador, you will 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 a top-notch lounge experience.

Key Responsibilities

• Item 1 of 10, Support the Lounge Duty Manager in managing daily lounge operations and delivering a smooth, enjoyable customer experienceSupport the Lounge Duty Manager in managing daily lounge operations and delivering a smooth, enjoyable customer experience
• Item 2 of 10,
  Take ownership of customer requests across the lounge, focusing on First Class areas, and gather customer feedback to enhance and personalise the service
• Item 3 of 10, Keep the Lounge Duty Manager updated on important service or operational matters and assist with follow‑up actions when requiredKeep the Lounge Duty Manager updated on important service or operational matters and assist with follow‑up actions when required
• Item 4 of 10, Deliver warm, professional and attentive service in line with company policies and legal requirements, including food safety, health and safety standardsDeliver warm, professional and attentive service in line with company policies and legal requirements, including food safety, health and safety standards
• Item 5 of 10, Use airline operations and hospitality knowledge to support the lounge team and ensure a seamless end‑to‑end experience for customersUse airline operations and hospitality knowledge to support the lounge team and ensure a seamless end‑to‑end experience for customers
• Item 6 of 10, Proactively engage customers, anticipate their needs and deliver personalised experiences to high‑value customers using available tools and informationProactively engage customers, anticipate their needs and deliver personalised experiences to high‑value customers using available tools and information
• Item 7 of 10, Prepare the lounge at the start of each shift by setting up service counters, replenishing supplies and maintaining a clean and welcoming environmentPrepare the lounge at the start of each shift by setting up service counters, replenishing supplies and maintaining a clean and welcoming environment
• Item 8 of 10, Build strong guest relationships by greeting customers, answering enquiries, handling feedback and complaints professionally, and conducting lounge tours when neededBuild strong guest relationships by greeting customers, answering enquiries, handling feedback and complaints professionally, and conducting lounge tours when needed
• Item 9 of 10, Oversee daily lounge floor activities to ensure seating comfort, smooth service flow, food and beverage delivery, task coordination and quality standardsOversee daily lounge floor activities to ensure seating comfort, smooth service flow, food and beverage delivery, task coordination and quality standards
• Item 10 of 10, Coach and support new joiners through on‑the‑job training while staying up to date with service, regulatory and operational standardsCoach and support new joiners through on‑the‑job training while staying up to date with service, regulatory and operational standards

Requirements

• Item 1 of 10, Right to work in Hong KongRight to work in Hong Kong
• Item 2 of 10, Minimum age of 18Minimum age of 18
• Item 3 of 10, High school graduate or aboveHigh school graduate or above
• Item 4 of 10, Minimum 3 years of experience in customer‑focused service rolesMinimum 3 years of experience in customer‑focused service roles
• Item 5 of 10, Experience in airline operations or other premium service environments is an advantageExperience in airline operations or other premium service environments is an advantage
• Item 6 of 10, Good command of spoken and written English. Proficiency in Cantonese and Putonghua is an advantageGood command of spoken and written English. Proficiency in Cantonese and Putonghua is an advantage
• Item 7 of 10, Strong customer focus with a friendly, energetic and approachable mannerStrong customer focus with a friendly, energetic and approachable manner
• Item 8 of 10, High emotional awareness with the ability to engage confidently with different customersHigh emotional awareness with the ability to engage confidently with different customers
• Item 9 of 10, Positive and proactive attitude with strong teamwork skills, attention to detail and ability to work in a fast‑paced, shift‑based environmentPositive and proactive attitude with strong teamwork skills, attention to detail and ability to work in a fast‑paced, shift‑based environment
• Item 10 of 10, As this is a Safety-Sensitive Role, successful candidates must:As this is a Safety-Sensitive Role, successful candidates must:
  • Item 1 of 2, Complete a pre-employment medical assessmentComplete a pre-employment medical assessment
  • Item 2 of 2, Pass a pre-employment drug test in accordance with HKCAD (CAD373)Pass a pre-employment drug test in accordance with HKCAD Guidance for Screening of Psychoactive Substances (CAD373)

Benefits

• Item 1 of 6, Work schedules to suit different lifestylesWork schedules to suit different lifestyles
• Item 2 of 6, World-class training and structured career progression pathWorld-class training and structured career progression path
• Item 3 of 6, A safe and collaborative working environment which embraces a diverse and inclusive cultureA safe and collaborative working environment which embraces a diverse and inclusive culture
• Item 4 of 6, Medical coverage & other flexible benefitsMedical coverage & other flexible benefits
• Item 5 of 6, Discounted travel for you and your familyDiscounted travel for you and your family
• Item 6 of 6, Flexible retirement schemeFlexible retirement scheme

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. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.