Lounge Captain

Reports to: Lounge Supervisor

In order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. Captains 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 top-notch lounge experience.

Key Responsibilities

• Deliver excellent customer service for customers in accordance to company and legal standards relating to service, food safety, health and safety
• Support Supervisor to ensure smooth day-to-day operations
• Deliver start of shift duties such as stocking service counters, ensuring lounge seating area cleanliness
• Liaise with back of house teams on daily operations, food safety and quality control
• Maintain and manage the inventories of all Food & Beverages stocks
• Ensure buffet and stock levels of all front of house items are properly maintained and replenished
• Engage with customers to ensure a great experience
• Ensure customer needs are met or exceeded, check their satisfaction during their stay, and report customer feedback/ take remedial action where necessary
• Support other lounges as and when required
• Actively in coaching and provide on-job training to the junior staff
• Build up strong relationships with teammates to maximize personal and team performance
• Responsible to monitor and follow up on the Hygiene and Safety standards
• Interact with customers, anticipate their needs and work with Supervisor, Lounge Service Delivery Manager and Premium Service Team to deliver special lounge experiences to all high value customers
• Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards
• Be abreast of hospitality/ lounge industry trends and customer insights, suggest positive changes when applicable

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• Post-secondary qualifications
• Minimum 4 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel, airport or similar capacity
• Polished communication skills with fluent spoken and written English and Chinese (Cantonese and Putonghua)
• Strong problem solving and interpersonal skills
• Good communications skills and service-oriented

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
• Extensive medical coverage & insurance scheme for you and your dependents
• Flexible retirement scheme
• Discounted travel across many airlines for you and your family

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298
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