Lounge Duty Manager

Cathay Pacific Group; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Benefits offered by this job

Work schedules

World-class training

Collaborative environment

Medical coverage

Discounted travel

Retirement scheme

Job summary

Cathay Pacific Group is seeking a Lounge Duty Manager to support the Lounge Service Delivery Manager and oversee operations of Cathay's First and Business class lounges at Hong Kong International Airport.

You will lead the Lounge Service Team to deliver personalised experiences for premium travellers, supervise food and beverage presentation and hygiene, manage staff development, handle VIPs and coordinate with airport operations to ensure a world-class lounge experience.

Qualifications

• 7+ years in premium hospitality or airline lounge operations.
• Strong leadership and people management capabilities.
• Fluent English; Cantonese/Putonghua advantageous.
• Willingness to work shift schedules, including overnight shifts.

Responsibilities

• Lead the Lounge Service Team to ensure lounge service excellence and compliance with standards.
• Overlap with back-of-house teams on operations, food safety, and quality control.
• Supervise food, beverage presentation, hygiene, and stock levels.
• Oversee development, training, coaching, and daily task delegation of staff.
• Manage VIP handling and coordinate with airport management on operational issues.
• Respond to complaints and implement service recovery measures.
• Drive quality improvements through cost efficiency, innovation, and tech where applicable.

Skills

Leadership

People management

Customer service

Problem-solving

Communication

Education

High school diploma

Job description

Role Introduction

Reports to: Lounge Service Delivery Manager

To become our customers' most-loved service brand, service excellence is at the heart of our brand value proposition.

As the Lounge Duty Manager, you will support the Lounge Service Delivery Manager and be responsible for managing the operations of Cathay's First and Business class lounges at Hong Kong International Airport.

With your expertise in hospitality and a passion for creating memorable experiences, you will contribute to the overall success of our lounge, reinforcing Cathay's reputation as a leader in premium airline service.

Key Responsibilities

• Lead the Lounge Service Team to ensure lounge service excellence and compliance with company standards while collaborating with back-of-house teams on operations, food safety, and quality control for a world-class lounge experience
• Work with Lounge Service Delivery Manager and the Lounge Service Team to deliver personalized and memorable experiences for premium customers
• Supervise food and beverage presentation, quality, and service speed, ensuring hygiene standards, stock handling, and financial procedures comply with company and legal requirements
• Oversee and ensure buffet and stock levels of all lounge service items are properly maintained and replenished
• Oversee performance management and development of the Lounge Service Team, including training, coaching, well-being, grooming, and daily task delegation
• Enhance communication and foster strong work relationships and team spirit by leading the team by example
• Deal with complaints as and when required. Decide on service recovery measures
• Seek ways to enhance quality of lounge experience e.g. through cost efficiency, innovation, technology, and support any relevant initiatives
• Support the Lounge Service Delivery Manager by performing administrative tasks and collaborating with the airport manager for flight-specific duties, including handling VIPs and addressing operational issues for customers and airport team
• Be abreast of hospitality or lounge industry trends and customer insights, suggest positive changes when applicable

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• High school graduate or above
• Good command of spoken and written English. Proficiency in Cantonese and Putonghua is an advantage
• Minimum 7 years of experience in premium hospitality or airline lounge operations with strong customer service capability
• Strong leadership and people management capabilities with solid supervisory experience
• Strong problem-solving, decision-making and organising skills
• Strong interpersonal skills with flair in delivering service excellence
• Flexibility to work shift schedules, including overnight shifts
• As this is a Safety-Sensitive Role, successful candidates must:
  • Complete a pre-employment medical assessment
  • Pass a pre-employment drug test in accordance with HKCAD Guidance for Screening of Psychoactive Substances (CAD373)

Benefits

• Work schedules to suit different lifestyles
• World-class training and structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Medical coverage & other flexible benefits
• Discounted travel for you and your family
• Flexible retirement scheme

Personal & Application Information

Equal Opportunity

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.