To ensure the provision of a high quality lounge experience which is a key element of Cathay Pacific’s premium brand positioning. This will be achieved by maintaining oversight and supervision of the lounge by actively managing suppliers to ensure overall operations run smoothly and efficiently whilst conforming to safety, security and audit requirements, ensuring inventory, service standards and quality are upheld to achieve an exceptional overall customer experience.

To oversee and supervise the daily assigned Airport Service Delivery team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.

To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Safety First, Quality Always

• Ensure the lounge service is compliant to all health and safety regulations including food hygiene regulations when handling food and beverage items
• Ensure that all lounge licensing and required maintenance services are up to date with the corresponding records kept on file
• Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
• Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents

Operational Excellence

• Supervise and support lounge services suppliers to operate efficiently and in alignment with contract clauses
• Ensure lounge services suppliers are equipped with knowledge and skills required for their assigned tasks
• Support local airport management to conduct regular Quality Control checks on lounge operations performance, including provision of service by suppliers
• Effectively manage lounge maintenance to ensure zero service disruption to customers
• Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
• Assist in ensuring and maintaining operational and productivity performance conformance to standards
• Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
• Willing to take up extra responsibilities (e.g. projects) and work shift duties

Outstanding Product and Services

• Enable the brand vision for passengers in lounges by delivering a customer experience that is consistent, premium and seamless at each touchpoint of the customer journey
• Ensure delivery of an exceptional lounge experience for our customers, and showcase the hospitality and care that makes Cathay Pacific unique
• Manage and support lounge services suppliers to deliver ‘Thoughtfulness’ on daily basis to create smooth, seamless and hassle-free premium travel experiences
• Support the Regional Head of Airports in any project management initiatives as they relate to the lounge
• Ensure people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
• Give recognition to our highest-value customers (front-end and elite Cathay members)

People and Team

• Support the frontline team (suppliers) by role modelling, leading by example and providing on-the-job coaching to succeed and champion teamwork
• Monitor day-to-day team and/or individual performance of suppliers and make suggestions for improvement to local airport management

People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Build a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamwork
• Maintain active and ongoing dialogue in relation to employee goals and performance
• Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise

Academic qualifications

• Post-secondary school education is desirable
• High school graduation

Knowledge, skills, training and experience

• Strong command of written and spoken English is mandatory with the local language being an advantage. Chinese (Cantonese and Putonghua) is desirable.
• At least 3 years solid Customer Service experience, preferably in lounge operations, catering hospitality, airlines, airport services or similar capacity.
• Ability to work independently with good decision-making skills
• Self-motivated and committed leader who enjoys teamwork
• Very strong customer service mentality with strong interpersonal skills
• Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
• Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Adapts to and embraces constant change

• Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.
• Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.
• Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.