Lounge Ambassador

About Cathay Pacific

Cathay Pacific is recognized as a leading global airline, renowned for its dedicated commitment to service excellence and deep roots in Hong Kong. Our reputation is built on exceeding customer expectations with heartfelt service, driven by a passionate and talented global workforce. Joining us opens diverse career paths beyond your initial role.

Role Overview

The Lounge Ambassador is key to upholding Cathay Pacific’s brand values: Thoughtful, Progressive, and Can-do Spirit. This role is focused on delivering exceptional lounge experiences, managing customer interactions, and supporting the lounge team to create memorable moments for our customers.

Key Responsibilities

• Assist the Lounge Supervisor in overseeing the lounge team operations.
• Manage customer requests across Business Class lounges and gather feedback for service enhancement and personalization.
• Keep leadership and team updated on significant matters and customer outcomes.
• Provide excellent customer service adhering to company and legal guidelines including food safety and health standards.
• Apply basic airline and hospitality knowledge to ensure seamless lounge experiences alongside the Airport Service Team.
• Engage proactively with customers to anticipate needs and deliver personalized services, leveraging digital tools.
• Perform shift startup tasks such as stocking service counters and maintaining seating area cleanliness.
• Welcome guests warmly, build rapport through engagement, respond to inquiries regarding lounge facilities and memberships.
• Handle customer feedback, complaints, and requests promptly and professionally; conduct tours for VIPs and stakeholders when required.
• Maintain lounge environment cleanliness including seating, dining areas, and restrooms.
• Ensure customer comfort, oversee server presence, and assist in food and beverage service as necessary.
• Delegate responsibilities to staff according to operational and customer needs.
• Conduct and support quality control and audits.
• Provide concierge services including travel-related inquiries and personalized recommendations based on customer interests.
• Operate check-in systems to facilitate smooth boarding, handle flight disruptions, and assist passengers with CIQ procedures during irregular operations.
• Collaborate with other departments to meet operational requirements and maintain service standards.
• Participate in training to stay informed on products, policies, and procedures.
• Mentor new team members during their training period, imparting crucial operational knowledge and customer service standards.
• Stay current on regulatory requirements and emergency handling protocols.
• Participate in additional operational and non-operational tasks or projects as assigned.

Qualifications and Skills

• Completion of high school; post-secondary education is preferable.
• Proficient command of written and spoken English is essential; knowledge of Chinese (Cantonese and/or Putonghua) is advantageous.
• Experience: 1-2 years in hospitality roles such as hotel management, fine dining, luxury hotel services, or similar fields; cabin crew or airport lounge experience is a plus.
• Customer-focused with a friendly, proactive, and energetic personality.
• Keen to grow knowledge and competences in the Food & Beverage sector.
• Positive mindset, attentive to detail, strong teamwork skills, and able to perform well under pressure.
• Adaptable and flexible to varying working hours, including overtime during flight delays.

Benefits

• Join a vibrant team culture within one of the world's premier airlines.
• Access travel industry discounts on flights, accommodations, tours, and car rentals.
• Opportunity for career advancement and skill diversification within the Cathay Pacific family.

Additional Information

Cathay Pacific is an Equal Opportunities Employer. Applicant data will be processed strictly following our data protection policies and solely for recruitment purposes. Applicants who do not receive contact within eight weeks may consider their application unsuccessful. Personal data collected will be retained for up to 24 months. A copy of our Personal Information Collection Statement is available upon request through our Data Protection Officer.