Services Ambassador

Overview

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.

Role Introduction

We are looking for an individual to join our Airport Team in New York. The successful individual will 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.

• Support the Premium Services Manager and Premium Services Supervisor to oversee the Premium check-in, First & Business class lounges and boarding experience.
• 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 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 ensure 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, Concierge services, Communication and collaboration.

• 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.

• 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.

• 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