Tea Master
茶艺师
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. Our Lounge Front of House team play a crucial role at in 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、Deliver excellent customer service for customers in accordance with company and legal standards relating to service, food safety, health, and safety.
2、Be present in the lounge and engage customers with warmth and professionalism.
3、Support Lounge Supervisor to ensure smooth day-to-day operations.
4、Have knowledge of client brand teas and understand world trends.
5、Deliver start of shift duties such as setting up the tea station, checking the tea inventory, and ensuring lounge seating area cleanliness.
6、During the shift, responsibilities include and are not limited to:
1）Greet customers and provide a warm welcome.
2）Be abreast of and share tea knowledge, including flavour profiles and talking points of current tea selection.
3）Assist guests with taking orders, demonstrate a thorough knowledge of our tea and snacks menu, assess guests’ needs and preferences, and provide appropriate recommendations to guests upon request.
4）Ensure an efficient delivery of tea or snacks according to specifications, serve in a friendly and professional manner.
5）Be observant, address bespoke tea requests if any.
6）Accommodate customers’ request for other beverages
7）Ensure customer needs are met or exceeded, check their satisfaction during their stay, and report customer feedback/take remedial action where necessary.
8）Bid farewell to customers. o Maintain tea station cleanliness by wiping stains from furniture, ensure the tea station is left fully stocked, clean tea equipment, stock take and order teas, if applicable.
9）Liaise with, and assist the rest of the lounge team, as required.
10）Prepare tea front of house as a ceremony moment at pre-determined times of the day, partnering with JING for the product/tea, service ware, and trolley.
11）Represent our tripod unique positioning by being "authentic and professional, whilst still international". Speak good English, be outgoing, and engaging.
7、Through proper coaching training, act as a coach to new joiners during their orientation and on-job-training and impart operation knowledge, customer insight, and CX PEK Lounge protocols.
8、Interact with customers, anticipate their needs and work with Lounge Supervisor, Ambassador, and lounge service supplier to deliver special lounge experiences to all high-value customers.
9、Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards.
10、Emergency and Accident and Crisis Response responsibilities as required.
11、Any other reasonable task as requested including engaging in non-operational duties and projects
Qualifications / Experience:
1、Academic qualifications
College degree is desirable
2、Knowledge, skills, training and experience
1）1-2 years relevant working experience in catering hospitality, fine dining, and sizeable luxury hotel or in a similar capacity is an advantage.
2）Knowledge of teas and tea ceremonies. With tea and beverage certificate or relevant certificates will be an advantage.
3）Good English skills on reading, writing, speaking and listening.
4）Customer-oriented, engaging, authentic, energetic, outgoing with a helpful and outgoing personality.
5）Eager to expand knowledge and skills in the Food & Beverage industry.
6）Demonstrate a positive attitude, attention to detail, great teamwork, ability to work well under pressure.
7）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.