Lounge Supervisor

Role Introduction

Key Responsibilities

• Item 1 of 10, Deliver a genuine and professional welcome, engage customers proactively, identify first‑time visits and provide personalised guidance on lounge facilities and servicesDeliver a genuine and professional welcome, engage customers proactively, identify first‑time visits and provide personalised guidance on lounge facilities and services
• Item 2 of 10, Oversee the smooth operation of the reception area by planning manpower deployment to meet passenger flow and service demandOversee the smooth operation of the reception area by planning manpower deployment to meet passenger flow and service demand
• Item 3 of 10, Lead, motivate and guide the lounge reception team through daily task allocation, shift briefings, coaching, grooming standards and well‑being supportLead, motivate and guide the lounge reception team through daily task allocation, shift briefings, coaching, grooming standards and well‑being support
• Item 4 of 10, Handle complex enquiries and escalated service situations with empathy and professionalism to turn challenges into positive experiencesHandle complex enquiries and escalated service situations with empathy and professionalism to turn challenges into positive experiences
• Item 5 of 10, Monitor the lounge environment and conduct routine quality checks and audit activities to uphold service and presentation standardsMonitor the lounge environment and conduct routine quality checks and audit activities to uphold service and presentation standards
• Item 6 of 10, Support the Lounge Duty Manager in delivering operational excellence and seamless lounge experiences for premium customersSupport the Lounge Duty Manager in delivering operational excellence and seamless lounge experiences for premium customers
• Item 7 of 10, Coordinate closely with the food and beverage team and wider lounge team to ensure smooth, end‑to‑end service flow across all lounge areasCoordinate closely with the food and beverage team and wider lounge team to ensure smooth, end‑to‑end service flow across all lounge areas
• Item 8 of 10, Maintain up‑to‑date knowledge of food and beverage offerings, lounge amenities, service timings and special features to provide accurate advice and recommendationsMaintain up‑to‑date knowledge of food and beverage offerings, lounge amenities, service timings and special features to provide accurate advice and recommendations
• Item 9 of 10, Operate lounge and airport systems in compliance with security, service and regulatory requirements, ensuring data integrity and confidentialityOperate lounge and airport systems in compliance with security, service and regulatory requirements, ensuring data integrity and confidentiality
• Item 10 of 10, Manage team development through on‑the‑job training, coaching and feedback to build capability and service consistencyManage team development through on‑the‑job training, coaching and feedback to build capability and service consistency

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 premium hospitality or airline lounge operations with strong customer service capabilityMinimum 3 years of experience in premium hospitality or airline lounge operations with strong customer service capability
• Item 5 of 10, Proven experience in supervising teams, including coaching, training and performance feedbackProven experience in supervising teams, including coaching, training and performance feedback
• Item 6 of 10, Strong interpersonal, communication and problem‑solving skills with a customer‑focused mindset. Positive attitude with attention to detail, strong teamwork skills and ability to perform under pressureStrong interpersonal, communication and problem‑solving skills with a customer‑focused mindset. Positive attitude with attention to detail, strong teamwork skills and ability to perform under pressure
• Item 7 of 10, Good command of spoken and written English. Proficiency in Cantonese and Putonghua is an advantage
• Item 8 of 10, Professional image and conduct with commitment to grooming, attire and service standardsProfessional image and conduct with commitment to grooming, attire and service standards
• Item 9 of 10, Flexibility to work shift schedules and overtime when required
• 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 assessment.Complete 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.