Company Description

Move Beyond! To move people forward in life - We are the people behind Cathay Pacific.  We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are.  We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees.  We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation.  Join us and discover just how far you can go!

Role Introduction

Cathay Pacific Airways is looking for a Lounge Supervisor to join the Los Angeles Airport team in a non-exempt capacity. The successful candidate will ensure the provision of a high quality lounge experience which is a key element of Cathay Pacific’s premium brand positioning. They will be responsible for the oversight and supervision of the entire Cathay lounge by actively managing suppliers to ensure overall operations run smoothly and efficiently whilst conforming to safety, security and audit requirements, ensuring inventory, service standards and quality are upheld to achieve an exceptional overall customer experience.

 

Overview

Safety First, Quality Always

Rigorously execute corporate safety, security and quality policies to ensure lounge operations, employees and suppliers are fully compliant with all regulatory requirements and quality standardsSupport local airport management to identify and mitigate personal, safety and security risks in the lounge operation environment and in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidentsEnsure the lounge service is compliant to all health and safety regulations as stipulated by the local authorities including food hygiene regulations when handling food and beverage itemsEnsure food and beverages are always fresh and safe to be servedEnsure that all lounge licensing and required maintenance services are up to date with the corresponding records kept on file

Represent Cathay interests in the Airport Community

Support local airport management to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld partners, and other airlinesProtect the Company’s reputation

E&A

Emergency and Accident and Crisis Response responsibilities as requiredKey Responsibilities

Operational Excellence

Supervise and support suppliers to operate efficiently and in alignment with contract clausesEnsure suppliers are equipped with knowledge and skills required for their assigned tasksSupport local airport management to conduct regular Quality Control checks on lounge operations performance, including provision of service by suppliersEffectively manage lounge maintenance to ensure zero service disruption to customersUndertake any other reasonable task as requested

Outstanding Product and Services

Enable the brand vision for passengers in our lounges by delivering a customer experience that is consistent, premium and seamless at each touchpoint of the customer journeyEnsure delivery of an exceptional lounge experience for our customers, and showcase the hospitality and care that makes Cathay Pacific uniqueManage and support suppliers to deliver ‘Service Straight From The Heart’ on a daily basis to create a smooth, seamless and hassle-free premium travel experiencesProvide input to and support lounge menu presentations, monitor customer food and beverage preferences and make recommendations to continuously improve the offering, reduce wastage and optimising costsEnsure regular rotation of food and beverage offeringsEnsure suppliers are up-to-date with the latest product knowledgeSupport the use of new technologies in the provision of service to customersGive recognition to our highest-value customers (front-end, elite MPO and Oneworld premium members)Liaise with the Customer Experience Department as necessary to ensure alignment with the customer experienceSupport the Regional Airports Manger in any project management initiatives as they relate to the lounge

Crisis Management capability and preparedness

Familiarity with contingency plans and manual fall-back procedures to meet required standardsEnsure lounge personnel proactively provide assistance to premium customers in the event of flight disruptions and irregularities in a customer oriented and effective manner

People and Team

Support the frontline team (suppliers) by role modelling, leading by example and providing on-the-job coaching to succeed and champion teamworkMonitor day-to-day team and/or individual performance of suppliers and make suggestions for improvement to local airport management

Supplier Management

Support local airport management to conduct regular performance review meetings with suppliers, and keep track of progress with documented recordsEnsure that meetings with lounge suppliers assessing food and beverage quality include identified areas for cost savings and exploration of new service offeringsPartner with Head Office Customer Experience Delivery (Lounges) and Airline Purchasing Department to manage cost and service/product supply

Cost efficiency and productivity

Support local airport management to drive down costs in day-to-day operationsSupport station administration, purchasing and inventory controls, e.g. track the lounge usage based on a per passenger model, food and beverage consumption, costs and wastage proactively and accurately for reporting and timely replenishmentSupport the Airport Operations Managers in sourcing new lounge businessMaintain data oversight as required (for example passenger tracking systems and reporting to Head OfficeRequirements

Academic qualifications

Completion of High School / GED or equivalent combination of education, training, and experience is requiredA Diploma qualification in an Airport or service-related discipline is desirable

Knowledge, skills, training and experience

Good command of written and spoken English is mandatory with fluency in the local language a distinct advantageAt least 2 years’ solid Customer Service experience, preferably in airlines, airport services or hospitalityNaturally strong customer service mentality with superior interpersonal skillsDemonstrable ability to work independently with good decision-making skillsSelf-motivated with strong teamwork skills in both local and remote contextsGood understanding of Company policies and procedures and all required local and international regulatory proceduresAbility to work diligently in fast-paced and pressurised situations such as disruption, Emergency and Accident and contingency situationsAbility to adapt to constant change

Additional Requirements

Must possess a valid state issued driver’s licenseMust successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offerObtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirementsAbility to move equipment up to 20 lbs frequentlyMust be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, as required based on operational needsMust have the right to live in and work in the USA

 

Benefits

Cathay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

Travel Privileges on Cathay Pacific Airways Global NetworkExtensive well-being programs including health, dental, prescription, vision, virtual doctor visits and flexible spending accounts and employee assistance program benefits to help you stay well.401K Matching ProgramPaid Holiday & VacationLTD & Basic Life InsuranceIf this position requires a uniform, a uniform allowance will be provided.To learn more about Cathay Pacific as a Certified Great Place Employer – Please Click Here’

Salary Range -

The estimated salary range for this role is $64,800 to $97,200 per year. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.

Personal & Application Information

Cathay Pacific Airways is an Equal Opportunity (EOE) and Affirmative Action (AA) employer.  All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status and other protected status as required by applicable law and will not be discriminated against.  Cathay Pacific Airways is an E-Verify participating employer.

If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: jobs@cathaypacific.com. 

Apply now

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