Social network you want to login/join with:To 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 check-in, lounge, and boarding areas by demonstrating the three key brand values of ‘Thoughtful’, ‘Progressive’, and ‘Can-do Spirit’. They make all moments of truth memorable by understanding the voice of our customers and ensuring a top-notch airport experience.Key Responsibilities

Support the Premium Services Manager and Supervisor in overseeing premium check-in, First and Business class lounges, and boarding experience.Manage premium customer requests at all touchpoints, primarily at First class check-in, and consolidate customer feedback for continuous improvement and personalization.Keep the team informed of significant matters, handling outcomes as needed.Deliver excellent customer service in accordance with company standards, legal requirements, and health and safety regulations.Possess fundamental airline operations and hospitality knowledge to ensure a seamless experience from check-in to boarding.Interact with customers, anticipate needs, and deliver personalized experiences to high-value customers using digital tools and operational inputs.Prepare the premium check-in area at the start of each shift.During shifts, responsibilities include:Guest Relations

Greet customers warmly, engage with passengers, and build rapport by offering personalized assistance.Address inquiries and provide information about lounge facilities and memberships.Handle customer feedback, complaints, and requests professionally and promptly.Gather feedback to improve the customer experience.Conduct tours for VIPs, events, and stakeholders as needed.Serve as a helpful source of information and assistance.Monitor the check-in environment for cleanliness and maintenance.Delegate tasks to the lounge team based on customer and operational needs.Concierge Services

Assist with travel-related inquiries, baggage handling, flight connections, and serving child passengers.Offer personalized activity and experience suggestions based on customer interests.Communication and Collaboration

Collaborate with other departments to meet operational requirements and maintain service standards.Attend training to stay updated on policies and procedures.Share passenger feedback with relevant teams for continuous improvement.Mentor new joiners through coaching and training, imparting operational knowledge and standards.Stay informed about regulatory and service requirements, ensuring policy alignment.Requirements

F.5 or Diploma in Hospitality or related disciplines is advantageous.Experience in hotel management, hospitality, fine dining, or luxury hotels is preferred.Experience at an airport lounge is desirable.Proficiency in spoken and written English; Cantonese and/or Mandarin is a plus.Strong interpersonal skills, decision-making, leadership, and people management qualities.Initiative, problem-solving skills, and ability to manage multiple tasks under pressure.Customer-oriented with a passion for service excellence.Team player with a positive attitude and attention to detail.Flexible with working hours, able to work overtime for flight delays.

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