Reports to: Lounge Service Delivery Manager

In order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition.

As the Lounge Ambassador, you will play a crucial role at the lounge 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 lounge experience.

• Support the Lounge Supervisor in managing daily lounge operations and delivering a smooth, enjoyable customer experience
• Take ownership of customer requests across the lounge, focusing on First Class areas, and gather customer feedback to enhance and personalise the service
• Keep the Lounge Supervisor updated on important service or operational matters and assist with follow‑up actions when required
• Deliver warm, professional and attentive service in line with company policies and legal requirements, including food safety, health and safety standards
• Use airline operations and hospitality knowledge to support the lounge team and ensure a seamless end‑to‑end experience for customers
• Proactively engage customers, anticipate their needs and deliver personalised experiences to high‑value customers using available tools and information
• Prepare the lounge at the start of each shift by setting up service counters, replenishing supplies and maintaining a clean and welcoming environment
• Build strong guest relationships by greeting customers, answering enquiries, handling feedback and complaints professionally, and conducting lounge tours when needed
• Oversee daily lounge floor activities to ensure seating comfort, smooth service flow, food and beverage delivery, task coordination and quality standards
• Coach and support new joiners through on‑the‑job training while staying up to date with service, regulatory and operational standards

• Right to work in Hong Kong
• Minimum age of 18
• High school graduate or above
• Minimum 3 years of experience in customer‑focused service roles
• Experience in airline operations or other premium service environments is an advantage
• Good spoken and written English, with Cantonese and Putonghua as an advantage
• Strong customer focus with a friendly, energetic and approachable manner
• High emotional awareness with the ability to engage confidently with different customers
• Positive and proactive attitude with strong teamwork skills and attention to detail
• Flexible to work shifts, varied hours and overtime in a fast‑paced environment

• Work schedules to suit different lifestyles
• World-class training and structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Medical coverage & other flexible benefits
• Discounted travel for you and your family
• Flexible retirement scheme

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.