Lounge Supervisor

Cathay Pacific; Hong Kong; On-site; HKD 268,000 - 402,000; Full time

Benefits offered by this job

World-class training

Flexible work schedules

Medical coverage

Discounted travel

Flexible retirement scheme

Job summary

A leading airline is seeking a Lounge Supervisor in Hong Kong to lead the lounge reception team and deliver premium customer experiences. The ideal candidate will have over three years of experience in premium hospitality and proven supervisory skills. Responsibilities include overseeing lounge operations, managing service quality, and ensuring customer satisfaction. Candidates must be flexible with working hours and possess excellent interpersonal skills. This role offers various benefits, including discounted travel and comprehensive training.

Qualifications

• At least 3 years of experience in premium hospitality or airline lounge operations.
• Proven experience in supervising teams and providing coaching.
• Good command of spoken and written English, with Cantonese and Putonghua as an advantage.
• Professional grooming and service standards adherence.

Responsibilities

• Lead the lounge reception team to deliver a warm and premium welcome.
• Oversee smooth operation of the reception area and manage manpower.
• Handle complex enquiries and escalated service situations with empathy.
• Handle complex enquiries with empathy to resolve issues.
• Monitor quality and conduct routine audits for standards.
• Support Duty Manager to deliver operational excellence.
• Coordinate with F&B and other lounge teams for seamless service.
• Maintain up-to-date knowledge of offerings and timings.
• Operate systems ensuring security and data integrity.
• Provide ongoing training and feedback to build capability.

Skills

Supervising teams

Customer service capability

Interpersonal skills

Problem-solving

Teamwork

Flexible working

Education

High school graduate or above

Job description

Role Introduction

Reports to: Lounge Duty Manager

As a Lounge Supervisor, you will lead the lounge reception team to deliver a warm, premium and safe welcome for our customers. You will ensure smooth and efficient lounge entry through accurate verification, provide proactive care at every touchpoint and oversee the effective handling of complex and escalated cases. Through your leadership, service mindset and operational awareness, you will play a key role in upholding brand values and maintaining high service and operational standards across the lounge experience.

Key Responsibilities

• Deliver a genuine and professional welcome, engage customers proactively, identify first‑time visits and provide personalised guidance on lounge facilities and services
• Oversee the smooth operation of the reception area by planning manpower deployment to meet passenger flow and service demand
• Lead, motivate and guide the lounge reception team through daily task allocation, shift briefings, coaching, grooming standards and well‑being support
• Handle complex enquiries and escalated service situations with empathy and professionalism to turn challenges into positive experiences
• Monitor the lounge environment and conduct routine quality checks and audit activities to uphold service and presentation standards
• Support the Lounge Duty Manager in delivering operational excellence and seamless lounge experiences for premium customers
• Coordinate closely with the food and beverage team and wider lounge team to ensure smooth, end‑to‑end service flow across all lounge areas
• Maintain up‑to‑date knowledge of food and beverage offerings, lounge amenities, service timings and special features to provide accurate advice and recommendations
• Operate lounge and airport systems in compliance with security, service and regulatory requirements, ensuring data integrity and confidentiality
• Manage team development through on‑the‑job training, coaching and feedback to build capability and service consistency

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• High school graduate or above
• At least 3 years of experience in premium hospitality or airline lounge operations with strong customer service capability
• Proven experience in supervising teams, including coaching, training and performance feedback
• Strong interpersonal, communication and problem‑solving skills with a customer‑focused mindset. Positive attitude with attention to detail, strong teamwork skills and ability to perform under pressure
• Good command of spoken and written English, with Cantonese and Putonghua as an advantage
• Professional image and conduct with commitment to grooming, attire and service standards
• Flexible to work shifts and different working hours, including overtime when operationally required
• As the position is a Safety‑Sensitive Role, you are required to pass a pre‑employment drug test in accordance with the HKCAD Guidance for Screening of Psychoactive Substances (CAD373), in addition to a medical assessment

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

Cathay Pacific is an Equal Opportunities Employer. 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.