Lounge Supervisor

About the role

The Lounge Supervisor leads the lounge reception team to deliver a warm, premium, and safe welcome for customers. Reporting to the Lounge Duty Manager, you will ensure smooth entry, proactive care at every touchpoint, and effective handling of complex or escalated cases.

Key responsibilities

• Greet customers professionally, identify first‑time visitors and provide personalised guidance on lounge facilities.
• Plan manpower deployment to match passenger flow and service demand.
• Lead, motivate and coach the reception team through shift briefings, task allocation, grooming standards and well‑being support.
• Handle complex enquiries and escalated situations with empathy and professionalism.
• Conduct routine quality checks and audits to maintain service and presentation standards.
• Support the Duty Manager in achieving operational excellence for premium customers.
• Coordinate with the food‑and‑beverage team to ensure seamless end‑to‑end service.
• Maintain up‑to‑date knowledge of lounge offerings, timings and special features.
• Operate lounge and airport systems in compliance with security, service and regulatory requirements.

Required profile

• Right to work in Hong Kong and minimum age of 18.
• High school diploma or higher.
• At least 3 years of experience in premium hospitality or airline lounge operations.
• Proven team‑supervising experience, including coaching and performance feedback.
• Strong interpersonal, communication and problem‑solving abilities.
• Professional image, grooming standards and ability to work under pressure.
• Fluent spoken and written English; Cantonese or Putonghua is a plus.
• Flexibility to work shifts, overtime and comply with safety‑sensitive pre‑employment screening.

Required skills

• Experience operating lounge and airport systems in line with security and regulatory standards.