Job Description

Lounge Supervisor + ASD - Airport Services Delivery + San Francisco, California, USA + Cathay Pacific + Application Deadline16 May 2025 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 standards + Support 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 incidents + Ensure 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 items + Ensure food and beverages are always fresh and safe to be served + Ensure 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 airlines + Protect the Company's reputation E&A + Emergency and Accident and Crisis Response responsibilities as required Key Responsibilities Operational Excellence + Supervise and support suppliers to operate efficiently and in alignment with contract clauses + Ensure suppliers are equipped with knowledge and skills required for their assigned tasks + Support local airport management to conduct regular Quality Control checks on lounge operations performance, including provision of service by suppliers + Effectively manage lounge maintenance to ensure zero service disruption to customers + Undertake 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 journey + Ensure delivery of an exceptional lounge experience for our customers, and showcase the hospitality and care that makes Cathay Pacific unique + Manage and support suppliers to deliver 'Service Straight From The Heart' on a daily basis to create a smooth, seamless and hassle-free premium travel experiences + Provide 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 costs + Ensure regular rotation of food and beverage offerings + Ensure suppliers are up-to-date with the latest product knowledge + Support the use of new technologies in the provision of service to customers + Give 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 experience + Support 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 standards + Ensure 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 teamwork + Monitor 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 records + Ensure that meetings with lounge suppliers assessing food and beverage quality include identified areas for cost savings and exploration of new service offerings + Partner 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 operations + Support 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 replenishment + Support the Airport Operations Managers in sourcing new lounge business + Maintain data oversight as required (for example passenger tracking systems and reporting to Head Office Requirements Academic qualifications + Completion of High School / GED or equivalent combination of education, training, and experience is required + A 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 advantage + At least 2 years' solid Customer Service experience, preferably in airlines, airport services or hospitality + Naturally strong customer service mentality with superior interpersonal skills + Demonstrable ability to work independently with good decision-making skills + Self-motivated with strong teamwork skills in both local and remote contexts + Good understanding of Company policies and procedures and all required local and international regulatory procedures + Ability to work diligently in fast-paced and pressurised situations such as disruption, Emergency and Accident and contingency situations + Ability to adapt to constant change Additional Requirements + Must possess a valid state issued driver's license + Must successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offer + Obtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirements + Ability to move equipment up to 20 lbs frequently + Must be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, as required based on operational needs + Must 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 Network + Extensive 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 Program + Paid Holiday & Vacation + LTD & Basic Life Insurance + If 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.

Job Tags

Holiday work, Contract work, Local area, Remote job, Flexible hours, Shift work, Night shift,

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