Lounge Ambassador

Reports to: 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. Lounge Ambassadors 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 customer service for customers in accordance to company and legal standards relating to service, food safety, health and safety

• Support Supervisor to ensure smooth day-to-day operations

• Interact with customers, anticipate their needs and work with fellow Lounge Ambassadors, Supervisor, Lounge Service Delivery Manager and Premium Service Team to deliver special and personalized lounge experiences to high value customers and delight them whenever suitable

• Deliver start of shift duties such as stocking service counters, ensuring lounge seating area cleanliness

• During the shift, responsibilities include and are not limited to:

• Guest relations

• Greet customers warmly upon arrival

• Engage with passengers and build rapport by initiating conversations and offering personalized assistance

• Address inquiries and provide information upon customer needs e.g. lounge facilities, Cathay membership

• Handle customer feedback, complaints and requests in a professional and timely manner. Gather customer feedback to improve lounge experience

• Lounge operations

• Monitor the lounge environment, including seating areas, dining areas, and restrooms, to ensure that they are clean, tidy and well maintained

• See to it that customers are seated comfortably and there is Server present to take orders. Acknowledge orders and, where necessary, serve food and beverages

• Conduct quality control and/ or quality audit activities

• Concierge services

• Assist customers with simple travel-related inquiries, such as baggage handling, flight connections, and serving child passengers

• Offer personalized suggestions for activities and experiences that align with customers' interests and preferences

• Communication and collaboration

• Collaborate with other departments to address operational requirements and maintain service standards

• Attend regular training sessions to enhance product knowledge and stay updated on airline policies and procedures

• Share passenger feedback and insights with relevant teams to improve the overall passenger experience

• Through proper coaching training, act as a coach to new joiners during their on-job-training and impart operational knowledge, customer insights and company and legal standards

• Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards