Services Supervisor

Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.

We are looking for an individual to join our Airport Team in New York. The successful individual become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. The Premium Services Supervisor plays a crucial role to monitor 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.

• Supervise the Premium Service Team to ensure flight-specific duties are supported e.g. handling VIP, providing support pertaining to lounge for customers and LHR team in face of operational issues / disruptions.
• 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.
• Be abreast of hospitality/ lounge industry trends and customer insights, suggest positive changes when applicable.
• Keep up to date on the latest regulatory and service requirements, ensuring alignment of policies and procedures with operational standards
• Attend Emergency at Work First Aid Course when required.

• Work with the Premium Services Manager to support the Premium Service Ambassadors to deliver personalised and memorable experiences for premium customers and VIPs.
• Oversees managing premium customer requests for 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 Manager 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 ensure positive seamless experience from check-in to boarding.
• Deliver start of shift duties such as preparing the premium check-in area.
• 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.
• Deal with customer complaints, elevate as and when required.
• Handle tasks as directed by Duty Airport Operations Managers and management e.g. support operational / health and safety audits, handle ad-hoc incidents / accidents, attend meetings, implement engagement activities.
• Ensure any maintenance issues are reported and dealt with in a timely manner
• Liaise and collaborate with the Sodexo team on daily operations and other issues as required.

Supervise the Premium Services Ambassadors to ensure the following takes place:

• 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.
• Monit…