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- Tasks: Be the face of premium service at check-in, lounges, and boarding.
- Company: Join a leading airline committed to exceptional customer experiences.
- Benefits: Enjoy flexible hours, training opportunities, and a vibrant work culture.
- Other info: Must be adaptable and ready to handle dynamic airport environments.
- Why this job: Make memorable moments for travellers while developing your hospitality skills.
- Qualifications: Hospitality diploma preferred; experience in luxury service is a plus.
The predicted salary is between 36000 - 60000 Ā£ per year.
Role IntroductionTo become one of the world\ās 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 checkāin and lounge and boarding areas by demonstrating to our customers the 3 key brand values of \āThoughtful\ā, \āProgressive\ā & \āCanādo Spirit\ā, making all the moments of truth memorable by understanding the voice of our customers and ensuring topānotch airport experience.
Key Responsibilities
Support the Premium Services Manager and Premium Services Supervisor to oversee the Premium checkāin, First & Business class lounges and boarding experience.
Oversees managing premium customer requests for at all touchpoints, primarily at First class checkāin, 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 checkāin area, Lounge Team and boarding gate ensure positive seamless experience from checkāin 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 checkāin 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 checkāin 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 travelārelated inquiries, such as baggage handling, flight connections, and serving child passengers. Offer personalized suggestions for activities and experiences that align with customers\ā 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 onājobātraining 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 decisionāmaking, leadership and people management qualities.
Initiative and problemāsolving 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.
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Premium Services Ambassador employer: Cathay Pacific Airways Limited
Contact Detail:
Cathay Pacific Airways Limited Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Premium Services Ambassador
āØTip Number 1
Familiarise yourself with the key brand values of 'Thoughtful', 'Progressive', and 'Can-do Spirit'. During your interactions, whether in interviews or networking, demonstrate how you embody these values through your past experiences in customer service.
āØTip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can help you tailor your approach when discussing your suitability for the Premium Services Ambassador position.
āØTip Number 3
Stay updated on the latest trends in hospitality and airline services. Being knowledgeable about industry standards and innovations will allow you to engage in meaningful conversations during interviews and showcase your commitment to service excellence.
āØTip Number 4
Prepare to discuss specific scenarios where you've successfully handled customer feedback or complaints. Highlighting your problem-solving skills and ability to deliver personalised experiences will set you apart as a strong candidate for this role.
We think you need these skills to ace Premium Services Ambassador
Some tips for your application š«”
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Premium Services Ambassador. Highlight your relevant experience in customer service, hospitality, or airline operations in your application.
Tailor Your CV: Customise your CV to reflect the key skills and experiences that align with the job description. Emphasise your interpersonal skills, problem-solving abilities, and any relevant experience in luxury service environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service excellence and your understanding of the brand values: 'Thoughtful', 'Progressive', and 'Can-do Spirit'. Use specific examples from your past experiences to demonstrate how you embody these values.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Cathay Pacific Airways Limited
āØShowcase Your Customer Service Skills
As a Premium Services Ambassador, your ability to provide exceptional customer service is crucial. Prepare examples from your past experiences where you went above and beyond for a customer, demonstrating your thoughtful and can-do spirit.
āØUnderstand the Brand Values
Familiarise yourself with the company's brand values of 'Thoughtful', 'Progressive', and 'Can-do Spirit'. Be ready to discuss how you embody these values in your work and how they align with your personal approach to customer service.
āØPrepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific instances where you successfully managed customer complaints or requests, and be prepared to explain your thought process.
āØDemonstrate Team Collaboration
Highlight your experience working in teams, especially in high-pressure environments like hospitality or airport lounges. Discuss how you communicate effectively with colleagues and departments to ensure a seamless customer experience.