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Airline Customer Experience Manager

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Job Description:

In this role, you will play a vital part in ensuring that our customers receive exceptional service at the lounge. This involves demonstrating thoughtfulness, being progressive in your approach, and showcasing a 'can-do spirit' to create memorable experiences for our valued patrons.

Key Responsibilities:
  • Deliver top-notch customer service with warmth and professionalism, adhering to company standards and regulations.
  • Interact with customers, anticipate their needs, and initiate conversations to build rapport and provide personalized assistance.
  • Address customer inquiries while professionally handling feedback, complaints, and requests to enhance the lounge experience.
  • Perform start-of-shift duties such as stocking service counters and ensuring lounge seating area cleanliness.
  • Maintain a high level of quality control and quality audit activities within the lounge environment.
  • Provide on-the-job training to new employees, sharing operational knowledge, customer insights, and company standards.
  • Support the Supervisor in ensuring day-to-day operations run smoothly.
Requirements:
  • Able to work in Hong Kong with the right to do so.
  • Minimum age requirement of 18.
  • HKCEE/ HKDSE or Diploma in Hospitality or Food & Beverage or related disciplines is an advantage.
  • Standard of spoken/written English and Cantonese, with Putonghua being an advantage.
  • Relevant working experience in airport lounges, catering hospitality, fine dining, and sizeable luxury hotels or similar capacity is an advantage.
  • Customer service-oriented attitude, energetic personality, attention to detail, and great teamwork skills.
  • Ability to work under pressure.
  • Flexibility to work on shift schedules and overtime if needed.