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(Senior) Customer Service Officer / Supervisor

Job description

Position Overview:
The Customer Service Representative / Supervisor will play a vital role in delivering exceptional service experiences to our VIP Guest, ensuring their comfort, satisfaction, and adherence to company standards. This position requires excellent communication skills, a warm and professional demeanor, and a strong commitment to delivering outstanding customer service.
Key Responsibilities:

  1. Customer Service Excellence:
    • Provide excellent customer service in accordance with company and legal standards, including service, food safety, and health and safety regulations.
    • Create a welcoming and professional atmosphere in the VIP lounge, engaging customers with warmth and attentiveness.
    • Support the Supervisor/ Manager in ensuring smooth day-to-day operations of the lounge.

  2. Lounge Operations:
    • Perform start-of-shift duties, such as stocking service counters and ensuring cleanliness in the lounge seating area.
    • Greet customers, provide a warm welcome, and seat them according to their preferences.
    • Demonstrate a thorough understanding of food and beverage items and make recommendations based on customer preferences and needs.
    • Ensure customers are seated comfortably and coordinate with servers to take their orders.
    • Acknowledge orders, serve food and beverages as necessary, and ensure customer needs are met or exceeded.
    • Regularly check customer satisfaction during their stay and take prompt action to address any issues or concerns.
    • Engage with customers, inquire about their dining experience, and bid farewell in a genuine and professional manner.
    • Address basic airport or flight-related questions from customers and assist with customer requests as needed.
    • Collaborate with the rest of the lounge team and provide assistance as required.

  3. Training and Development:
    • Act as a coach during on-the-job training for new joiners, imparting operational knowledge, customer insights, and company standards.
    • Continuously develop product knowledge and stay updated on the latest regulatory and service requirements.
    • Ensure policies and procedures are aligned with operational standards.


  • F.5 or Diploma in Hospitality/F&B or related disciplines is an advantage.
  • Relevant working experience in catering hospitality, fine dining, luxury hotels, or similar capacity is an advantage.
  • Experience in lounge or airport environments is desirable.
  • Proficiency in spoken and written English and Cantonese. Mandarin.
  • Customer-oriented with an energetic, helpful, and outgoing personality.
  • Positive attitude, attention to detail, and ability to work well under pressure.
  • Flexibility to work different shifts and overtime when required due to flight delays.

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer HKD1000 in Apple gift cards for every referred candidate who we place in a role. Terms & Conditions Apply.