Premium Services Supervisor

About the role

The Premium Services Supervisor plays a crucial role to monitor the check-in and lounge and boarding areas 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 airport experience.

Responsibilities

• Work with the Premium Services Manager to support the Premium Service Ambassadors to deliver personalised and memorable experiences for premium customers and VIPs.
• Oversees managing premium customer requests for at all touchpoints, primarily at First class check-in, as well as consolidating customer feedback for continuous improvement and new ways of personalising the experience.
• Deliver excellent customer service for customers in accordance with company and legal standards relating to customer service and health and safety.
• Possess fundamental airline operations and hospitality knowledge to supplement the Premium check-in area, Lounge Team and boarding gate ensure positive seamless experience from check-in to boarding.
• Prepare the premium check-in area and interact with customers, anticipating their needs and being responsible for delivering special and personalized experiences to high value customers and delighting them utilizing digital tools and operational inputs.
• Deal with customer complaints, escalate as and when required.
• Handle tasks as directed by Duty Airport Operations Managers and management e.g. support operational / health and safety audits, handle ad-hoc incidents / accidents, attend meetings, implement engagement activities.
• Ensure any maintenance issues are reported and dealt with in a timely manner.
• Liaise and collaborate with the Sodexo team on daily operations and other issues as required.
• Supervise the Premium Services Ambassadors to ensure the following takes place: 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, handle customer feedback, complaints and requests in a professional and timely manner, gather customer feedback to improve the overall customer experience, conduct tours for VIPs, events, and stakeholders upon need, be a continual source of information, help and assistance to customers, monitor the premium check-in environment to ensure that it is clean, tidy and well maintained, delegate tasks to lounge team as per customer and operational needs.

Requirements

• Minimum 5 years of experience in lounge operations, catering hospitality, fine dining, sizeable luxury hotel or similar capacity.
• Polished communication skills with fluent spoken and written English. Chinese (Cantonese and Putonghua) is desirable.
• Strong leadership and people management capabilities.
• Strong problem-solving skills and resilience to manage multiple tasks.
• Strong interpersonal skills with flair in delivering service excellence.
• Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay.

Qualifications

• Academic Qualifications: University degree or equivalent combination of education, training, and experience is required.

Skills

• Strong cognitive reasoning and mathematical skills are essential.

Additional Requirements

• Must successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offer.
• Obtain and retain necessary credentials and clearances (CBP Customs Seal) per local requirements.
• Willing and able to travel within North America and overseas.
• Right to live and work in USA.

Benefits

Cathay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

Pay

The estimated monthly salary range for this role is $5,028-$7,541.