At a Glance
- Tasks: Deliver exceptional service at check-in and lounges, creating memorable experiences for premium customers.
- Company: Join a leading airline committed to service excellence and customer satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth in a dynamic environment.
- Other info: Great chance to develop your career in the exciting world of aviation.
- Why this job: Be part of a team that shapes unforgettable travel experiences for high-value customers.
- Qualifications: Experience in hospitality or customer service, with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
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 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.
Key Responsibilities
- Support the Premium Services Manager and Premium Services Supervisor to oversee the Premium check‑in, First & Business class lounges and boarding experience.
- Oversee managing premium customer requests 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.
- Keep the Premium Services Supervisor and Lounge Team informed of all matters of significance, handling and/or outcomes upon need.
- 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 to ensure a positive seamless experience from check‑in to boarding.
- Interact with customers, anticipate their needs and be responsible for delivering special and personalized experiences to high value customers and delight them utilizing digital tools and operational inputs.
- Deliver start of shift duties such as preparing the premium check‑in area.
- During the shift, responsibilities include and are not limited to:
- Guest relations
- 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 e.g. lounge facilities, Cathay membership.
- 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.
- Concierge services
- Assist customers with any travel‑related inquiries, such as baggage handling, flight connections, and serving child passengers.
- Offer personalized suggestions for activities and experiences that align with customers' interests and preferences.
- Communication and collaboration
- Collaborate with other departments to address operational requirements and maintain service standards.
- Attend regular training sessions to enhance product knowledge and stay updated on airline policies and procedures.
- Share passenger feedback and insights with relevant teams to improve the overall passenger experience.
- Through proper coaching training, act as a coach to new joiners during their on‑job‑training and impart operational knowledge, customer insights and company and legal standards.
- Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards.
Requirements
- F.5 or Diploma in Hospitality or related disciplines is an advantage.
- Relevant working experience in hotel management, hospitality, fine dining, and sizeable luxury hotel or in similar capacity is an advantage.
- Work experience at lounge/airport is desirable.
- Standard of spoken/written English. Cantonese and/or Mandarin is desirable.
- Excellent interpersonal skills with decision‑making, leadership and people management qualities.
- Initiative and problem‑solving skills with the ability to manage multiple tasks under pressure.
- Customer oriented with a flair in delivering service excellence.
- A contributing team player with a positive attitude and an eye for detail.
- Flexible and adaptable to work in different working hours, able to work overtime in case of flights delay.
Premium Services Ambassador employer: Cathay Pacific Airways Limited
As a Premium Services Ambassador, you will be part of a dynamic team dedicated to delivering exceptional customer experiences at one of the world's leading service brands. Our company fosters a culture of service excellence, offering comprehensive training and growth opportunities to enhance your skills in hospitality and customer relations. Located in a vibrant airport environment, we provide a unique chance to engage with diverse clientele while enjoying competitive benefits and a supportive work atmosphere that values your contributions.
Contact Details:
Cathay Pacific Airways Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Premium Services Ambassador
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your customer service skills! Role-play scenarios where you handle different customer requests or complaints. This will help you feel more confident and ready to impress during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can be a game-changer.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team and ready to deliver that top-notch service we value.
We think you need these skills to ace Premium Services Ambassador
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see how you embody our brand values of ‘Thoughtful’, ‘Progressive’, and ‘Can-do Spirit’. Share experiences that highlight your customer service skills and how you’ve gone the extra mile for customers.
Tailor Your Application:Make sure to tailor your application specifically for the Premium Services Ambassador role. Highlight relevant experience in hospitality or customer service, and don’t forget to mention any knowledge of airline operations. This shows us you’re serious about the position!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and what we stand for.
How to prepare for a job interview at Cathay Pacific Airways Limited
✨Know the Brand Values
Before your interview, make sure you understand the three key brand values: ‘Thoughtful’, ‘Progressive’, and ‘Can-do Spirit’. Think of examples from your past experiences where you've demonstrated these values, especially in customer service roles. This will show that you align with the company's ethos.
✨Showcase Your Customer Service Skills
Prepare to discuss specific instances where you've gone above and beyond for customers. Highlight your ability to anticipate needs and handle complaints effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Familiarise Yourself with Airline Operations
Brush up on basic airline operations and hospitality knowledge. Being able to speak confidently about check-in processes, lounge services, and customer interactions will set you apart. Consider researching common travel-related inquiries to demonstrate your readiness for the role.
✨Practice Your Communication Skills
As a Premium Services Ambassador, communication is key. Practice engaging in conversations and building rapport. You might even want to role-play with a friend or family member to simulate the interview environment. This will help you feel more comfortable and articulate during the actual interview.
