Lounge Duty Manager

Reports to: Lounge Service Delivery Manager HKIA

The job holder is responsible for managing the operations of Cathay Pacific’s First and Business class lounges at Hong Kong International Airport (HKIA). This role is the face of the company to engage customers and ensure quality delivery of lounge experience. It is also accountable for leading, engaging and developing front of house team.

Key Responsibilities

• Be accountable for Supervisors and team members, lead the front of house team to deliver excellent customer service
• Supervise F&B presentation, quality and speed of F&B and service delivery, hygiene standards, stock-taking, stock handling, financial procedures
• Monitor all front of house service areas to ensure company standards and KPIs are met or exceeded. Complete regular walk rounds and checks
• Support Lounge Service Delivery Manager and management to ensure smooth day-to-day operations, perform deskbound leadership and administrative tasks
• Deal with complaints as and when required. Decide on service recovery measures
• Seek ways to enhance quality of lounge experience according to industry trend and customer insights
• Work closely with HKIA Manager-on-Duty on flight-specific duties
• Support other lounges as and when required

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• Post-secondary qualifications
• Minimum 7 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel, airport or similar capacity
• Experience in supplier management is a plus
• Polished communication skills with fluent spoken and written English and Chinese (Cantonese and Putonghua)
• Strong leadership and people management capabilities with solid supervisory experience
• Strong problem solving, decision making & interpersonal skills
• Able to work shift duties including overnight shifts

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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