Role Introduction
Reports to: Lounge Service Delivery Manager
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 Duty Manager, you will support the Lounge Service Delivery Manager and be responsible for managing the operations of Cathay’s First and Business class lounges at Hong Kong International Airport.
With your expertise in hospitality and a passion for creating memorable experiences, you will contribute to the overall success of our lounge, reinforcing Cathay’s reputation as a leader in premium airline service.
Key Responsibilities
- Lead the front of house team to ensure lounge service excellence and compliance with company standards while collaborating with back-of-house teams on operations, food safety, and quality control for a world-class lounge experience
- Work with Lounge Service Delivery Manager and Premium Service Team to deliver personalized and memorable experiences for premium customers
- Supervise food and beverage presentation, quality, and service speed, ensuring hygiene standards, stock handling, and financial procedures comply with company and legal requirements
- Oversee and ensure buffet and stock levels of all front of house items are properly maintained and replenished
- Oversee performance management and development of the front of house team, including training, coaching, well-being, grooming, and daily task delegation
- Enhance communication and foster strong work relationships and team spirit by leading the team by example
- Deal with complaints as and when required. Decide on service recovery measures
- Seek ways to enhance quality of lounge experience e.g. through cost efficiency, innovation, technology, and support any relevant initiatives
- Support the Lounge Service Delivery Manager by performing administrative tasks and collaborating with the airport manager for flight-specific duties, including handling VIPs and addressing operational issues for customers and airport team
- Be abreast of hospitality or lounge industry trends and customer insights, suggest positive changes when applicable
Requirements
- Right to work in Hong Kong
- Minimum age of 18
- Post-secondary qualifications
- Proficient of spoken and written English, Cantonese and Putonghua
- Minimum 7 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel or similar capacity
- Experience in supplier management is an advantage
- Strong leadership and people management capabilities with solid supervisory experience
- Strong problem solving, decision making and organizing skills
- Strong interpersonal skills with flair in delivering service excellence
- Flexibility to work on shift schedules including overnight shift
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.
