Cathay Pacific

Airport angels

PUBLISHED : Saturday, 17 September, 2011, 12:00am
UPDATED : Saturday, 17 September, 2011, 12:00am

Guest service officers
Premium Plaza Lounge

Premium Plaza Lounge is recruiting for all of its departments, but have a particular need for guest service officers.

The airport-based firm, set up in 1998 and headquartered in Hong Kong, currently operates 14 outlets at Chek Lap Kok and is present in 17 international airports around the world.

Served by 300 staff in Hong Kong, the company has four airport lounges, serviced offices, meeting and conference facilities, salons, restaurants and a members' club.

'The most important thing is to have passion, and to like to serve from the heart,' says Linda Song, executive director of Plaza Premium Lounge. 'We also need people who have a very high emotional quotient, who understand people's needs and can communicate well in English and Mandarin.'

Being in the service industry, the company values its people and offers training to staff at all levels. 'We even offer training to the cleaners, to provide a high standard and quality service. For example, we teach them about the art of coffee. If they understand, they take care of the machine and keep an eye on it,' explains Song.

'For guest service officers, we teach the theory of customer services, and then we support that with case studies and role play.' As an incentive, staff who have worked for the company for five years are awarded a one-week work exchange to the Hong Kong headquarters, followed by a one-week holiday in the city.