Lounge Operations Manager

2 months ago

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

Cathay Pacific Airways Limited is seeking a highly skilled and experienced professional to fill the role of Lounge Duty Manager. This position is responsible for managing the operations of Cathay Pacific's First and Business class lounges at Hong Kong International Airport.

Key Responsibilities
  • Lead the front of house team and embody the company's service excellence and hospitality standards.
  • Monitor all front of house service areas to ensure company standards and key performance indicators (KPIs) are met or exceeded.
  • Support the Lounge Service Delivery Manager and management to ensure smooth day-to-day operations.
  • Supervise and deliver excellent customer service in accordance with company and legal standards.
  • Work with the Lounge Service Delivery Manager and Premium Service Team to deliver personalized and memorable experiences for premium customers and VIPs.
  • Supervise food and beverage presentation, quality, and speed of service delivery, hygiene standards, stock-taking, stock handling, and financial procedures.
  • Oversee and ensure buffet and stock levels of all front of house items are properly maintained and replenished.
  • Be responsible for performance management and development of the front of house team, including training, coaching, wellbeing, grooming, planning, and delegating daily tasks.
  • Liaise with back of house teams on daily operations, food safety, quality control, and other matters to ensure a world-class quality lounge experience.
  • Enhance communication flow and foster excellent work relationships and team spirit.
  • Lead the team by example and engage with customers to ensure a great experience.
  • Deal with complaints as and when required and decide on service recovery measures.
  • Seek ways to enhance the quality of the lounge experience, such as through cost efficiency, innovation, technology, and support relevant initiatives.
  • Support the Lounge Service Delivery Manager by performing deskbound leadership and administrative tasks, such as attending meetings and assisting with projects.
  • Work with the HKIA Manager on Duty on flight-specific duties, such as handling VIPs and providing support for customers and HKIA team in the face of operational issues or disruptions.
  • Support other lounges as and when required.
  • Stay abreast of hospitality and lounge industry trends and customer insights, suggesting positive changes when applicable.
Requirements
  • Right to work in Hong Kong.
  • Minimum age of 18.
  • Post-secondary qualifications.
  • Minimum 7 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel, or similar capacity.
  • Experience in supplier management is a plus.
  • Polished communication skills with fluent spoken and written English and Chinese (Cantonese and Putonghua).
  • 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.
  • Able to work shift duties, including overnight shifts.

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