Role Introduction
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.
As the Lounge Captain, you will 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 service to customers with warmth and professionalism and in accordance to company and legal standards relating to service, food safety, health and safety
- Ensure customer needs are met or exceeded, check their satisfaction during their stay, and report customer feedback as well as take remedial action where necessary
- Deliver start of shift duties by stocking service counters and ensuring cleanliness in the lounge seating area while monitoring and following hygiene and safety standards
- Collaborate with the teams on daily operations, food safety and quality control
- Maintain and manage inventories of all food and beverage stocks, ensuring buffet and front-of-house items are properly replenished
- Actively in coaching and provide on-the-job training to the junior staff
- Build up strong relationships with teammates to maximize personal and team performance
- Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards
- Be abreast of hospitality or lounge industry trends and customer insights, suggest positive changes when applicable
- Support Supervisor to ensure smooth day-to-day operations and support other lounges as and when required
Requirements
- Right to work in Hong Kong
- Minimum age of 18
- Post-secondary qualifications
- Proficient of spoken and written English, Cantonese and Putonghua
- Minimum 4 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel, airport or similar capacity
- Strong problem solving and interpersonal skills
- Customer service-oriented attitude and good communication skills
- Flexibility to work on shift schedules and work overtime if needed
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
- Medical coverage & other flexible benefits
- Flexible retirement scheme
- Discounted travel across many airlines for you and your family
Personal & Application Information
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.