Lounge Ambassador
贵宾室大使
Location: Beijing
Purpose
In order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. Lounge Ambassador 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
1、Support Lounge Supervisor to manage lounge team.
2、Be in charge of managing customer requests for the entire lounge, primarily Business class lounges, as well as consolidating customer feedback for continuous improvement and new ways of personalising the experience.
3、Keep Supervisor informed of all matters of significance, handling and/ or outcomes upon need.
4、Deliver excellent customer service for customers in accordance to company and legal standards relating to service, food safety, health and safety.
5、Possess fundamental airline operations and hospitality knowledge to supplement Premium Service Team and ensure positive seamless experience within the lounge.
6、Interact with customers, anticipate their needs and be responsible for delivering special and personalized lounge experiences to high value customers and delight them utilizing digital tools and operational inputs.
7、Deliver start of shift duties such as stocking service counters, ensuring lounge seating area cleanliness.
8、During the shift, responsibilities include and are not limited to:
1）Guest relations
61 Greet customers warmly upon arrival.
61 Engage with passengers and build rapport by initiating conversations and offering personalized assistance.
61 Address inquiries and provide information upon customer needs e.g. lounge facilities, Cathay membership.
61 Handle customer feedback, complaints and requests in a professional and timely manner. Gather customer feedback to improve lounge experience.
61 Conduct lounge tours for VIPs, events, and stakeholders upon need.
61 Be a continual source of information, help and assistance to customers.
2）Lounge operations
61 Monitor the lounge environment, including seating areas, dining areas, and restrooms, to ensure that they are clean, tidy and well maintained.
61 See to it that customers are seated comfortably and there is Server present to take orders. Acknowledge orders and, where necessary, serve food and beverages.
61 Delegate tasks to lounge team as per customer and operational needs.
61 Conduct quality control and/ or quality audit activities.
3）Concierge services
61 Assist customers with any travel-related inquiries, such as baggage handling, flight connections, and serving child passengers.
61 Offer personalized suggestions for activities and experiences that align with customers' interests and preferences.
4）Check-in, Boarding and Disruption Handling services
61 Ability to operate the check-in system to perform smooth Check-in, Boarding and Protection handling duties.
61 During disruptions, be capable of providing protection to passengers and assisting with flight changes while complying with local CIQ formalities.
5）Communication and collaboration
61 Collaborate with other departments to address operational requirements and maintain service standards.
61 Attend regular training sessions to enhance product knowledge and stay updated on airline policies and procedures.
61 Share passenger feedback and insights with relevant teams to improve the overall passenger experience.
9、Through proper coaching training, act as a coach to new joiners during their on-job-training and impart operational knowledge, customer insights and company and legal standards.
10、Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards.
11、Emergency and Accident and Crisis Response responsibilities as required.
12、Any other reasonable task as requested including engaging in non-operational duties and projects.
Qualifications / Experience:
1、Academic qualifications
1）College degree is desirable
2）Diploma in Hospitality / F&B or related disciplines is an advantage.
2、Knowledge, skills, training and experience
1）Good English skills on reading, writing, speaking and listening.
2）1-2 years relevant working experience in hotel management, catering hospitality, fine dining, and sizeable luxury hotel or in similar capacity is an advantage.
3）Work experience at lounge / airport is desirable.
4）Customer oriented, energetic with helpful and outgoing personality.
5）Eager to expand knowledge and skills in Food & Beverage industry.
6）Demonstrate a positive attitude, attention to detail, great team work, ability to work well under pressure.
6）Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay.
声明：
1、国泰航空为每位应聘者提供平等应聘的机会。应聘者提供的个人数据将严格按照政策使用，并仅用于招聘目的。
2、如八周内未收到进一步安排可视为应聘不成功。所有相关信息将被存档至多二十四个月。如有需求可联系我们的数据保护人员提供个人信息收集声明的副本。
注意:
1、所有中国内地职位的劳动合同遵循当地条款。
2、应聘者须持有中国身份证。
3、一旦确认录用，将安排与国泰航空指定的当地第 三 方人力资源机构签订劳动合同，及由其负责档案保管。
Announcement:
1. 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.
2. 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.
Notes:
1. All Chinese mainland based positions are subject to local terms and conditions.
2. Applicants must have the right to live and work in Chinese mainland.
3. Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.