Tea Master(Beijing）
茶艺师（北京）
Location: Beijing
Role Introduction
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.
个人信息和申请程序：
国泰航空致力推动平等就业机会。申请人提供的个人数据将严格依据公司的《个人信息收集声明》仅供招聘所用。申请人如八周内尚未获取进一步通知，可视为此次申请不成功。我们保留您的信息记录的时间，不会超过我们获取信息的目的和任何其他允许的相关目的所必需的时间。如果您的申请没有成功，我们将把您的详细信息保存在档案中，保存的时间将延长至处理您的申请所需的时间，或者在您同意的情况下，保存更长时间以匹配未来的工作机会。
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。
Personal & Application Information:
Cathay 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.
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.