Lounge Supervisor

Cathay Pacific

  • Hong Kong
  • Permanent
  • Full-time
  • 24 days ago
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.Reports to: Lounge Duty ManagerIn order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition.As the Lounge Supervisor, you will oversee front of house operations, ensuring services for our valued customers meet the highest standards in line with Cathay.With your expertise in hospitality and a passion for creating memorable experiences, you will contribute to the overall success of our lounge, reinforcing Cathay’s reputation as a leader in premium airline service.Key Responsibilities
  • Supervise front of house team. Deliver excellent service to customers with warmth and professionalism and in accordance to company and legal standards relating to service, food safety, health and safety
  • Work with Lounge Service Delivery Manager and Premium Service Team (PST) to deliver personalised and memorable experiences for premium customers
  • Oversee performance management and development of the front of house team, including training, coaching, well-being, grooming, daily task delegation and pre-shift briefings
  • Engage with customers to ensure a great experience while addressing complaints and escalating issues as necessary
  • Improve the lounge experience through cost efficiency, innovation, technology, and support for relevant initiatives
  • Collaborate with the Premium Service Team (PST) team on flight-specific duties, including handling VIPs and providing support for customers and the airport team during operational issues and disruptions
  • Perform tasks as directed by Lounge Service Duty Managers and management, including supporting operational and health and safety audits, managing ad-hoc incidents, attending meetings, and implementing engagement activities
  • Be abreast of hospitality or lounge industry trends and customer insights, suggest positive changes when applicable
  • Support other lounges when required
Requirements
  • Right to work in Hong Kong
  • Minimum age of 18
  • Post-secondary qualifications
  • Proficient of spoken and written English. Cantonese and Putonghua are advantages
  • Minimum 5 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel or similar capacity
  • Strong leadership and people management capabilities
  • Strong communication and problem-solving skills, with excellent interpersonal abilities to deliver service excellence while managing multiple tasks
  • Flexibility to work on shift schedules including overnight shift
Benefits
  • Being part of a world-class service brand to be proud of
  • World-class training and structured career progression path
  • A safe and collaborative working environment which embraces a diverse and inclusive culture
  • Medical coverage & other flexible benefits
  • Flexible retirement scheme
  • Discounted travel across many airlines for you and your family
Personal & Application InformationCathay 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.

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