Premium Services Ambassador

Cathay Pacific Airways Limited; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading airline company in London is searching for a Premium Services Ambassador to enhance the airport experience for premium customers. The successful candidate will manage customer requests, deliver exceptional service at check-in and lounge areas, and collaborate with various departments. Strong interpersonal skills and a background in hospitality are preferred. Flexibility in working hours is required.

Qualifications

• Experience in hotel management, hospitality, or luxury hotels preferred.
• Proficiency in spoken and written English; Cantonese and/or Mandarin is a plus.
• Ability to manage multiple tasks under pressure.

Responsibilities

• Support Premium Services Manager in overseeing premium check-in and lounge experience.
• Deliver exceptional customer service and manage requests at all touchpoints.
• Collaborate with departments to maintain service standards.

Skills

Interpersonal skills

Decision-making

Leadership

Customer-oriented

Education

Diploma in Hospitality or related disciplines

Job description

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To become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. The Premium Services Ambassador plays a crucial role at check-in, lounge, and boarding areas by demonstrating the three key brand values of ‘Thoughtful’, ‘Progressive’, and ‘Can-do Spirit’. They make all moments of truth memorable by understanding the voice of our customers and ensuring a top-notch airport experience.

Key Responsibilities

• Support the Premium Services Manager and Supervisor in overseeing premium check-in, First & Business class lounges, and boarding experience.
• Manage premium customer requests at all touchpoints, primarily at First class check-in, and consolidate customer feedback for continuous improvement and personalization.
• Keep the team informed of significant matters, handling outcomes as needed.
• Deliver excellent customer service in accordance with company standards, legal requirements, and health and safety regulations.
• Possess fundamental airline operations and hospitality knowledge to ensure a seamless experience from check-in to boarding.
• Interact with customers, anticipate needs, and deliver personalized experiences to high-value customers using digital tools and operational inputs.
• Prepare the premium check-in area at the start of each shift.
• During shifts, responsibilities include:

Guest Relations

• Greet customers warmly, engage with passengers, and build rapport by offering personalized assistance.
• Address inquiries and provide information about lounge facilities and memberships.
• Handle customer feedback, complaints, and requests professionally and promptly.
• Gather feedback to improve the customer experience.
• Conduct tours for VIPs, events, and stakeholders as needed.
• Serve as a helpful source of information and assistance.
• Monitor the check-in environment for cleanliness and maintenance.
• Delegate tasks to the lounge team based on customer and operational needs.

Concierge Services

• Assist with travel-related inquiries, baggage handling, flight connections, and serving child passengers.
• Offer personalized activity and experience suggestions based on customer interests.

Communication and Collaboration

• Collaborate with other departments to meet operational requirements and maintain service standards.
• Attend training to stay updated on policies and procedures.
• Share passenger feedback with relevant teams for continuous improvement.
• Mentor new joiners through coaching and training, imparting operational knowledge and standards.
• Stay informed about regulatory and service requirements, ensuring policy alignment.

Requirements

• F.5 or Diploma in Hospitality or related disciplines is advantageous.
• Experience in hotel management, hospitality, fine dining, or luxury hotels is preferred.
• Experience at an airport lounge is desirable.
• Proficiency in spoken and written English; Cantonese and/or Mandarin is a plus.
• Strong interpersonal skills, decision-making, leadership, and people management qualities.
• Initiative, problem-solving skills, and ability to manage multiple tasks under pressure.
• Customer-oriented with a passion for service excellence.
• Team player with a positive attitude and attention to detail.
• Flexible with working hours, able to work overtime for flight delays.