Location: Hong Kong, Hong Kong SAR . Click inside to apply.
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GLORole Introduction
Reports To: Customer Experience Manager – Lounge Portfolio Strategy
The Customer Experience Manager – Lounge Product will be responsible for implementing the lounge product strategy, planning and managing lounge design, refresh and construction projects, to ensure a high level of customer experience in Cathay Pacific lounges. The focus is on developing new lounges and managing the current lounges lifecycle to enhance the customer experience.
Key Responsibilities
Plan and manage selected lounge design, redesign, refresh, and construction projects.
Implement the lounge product strategy to ensure the highest level of customer experience, with integrity of execution as intended by lounge template with appropriate localisation.
Develop and submit Business Cases for internal funding of lounge projects.
Ensure passenger capacity are supported by existing and future lounges.
Manage mid-cycle refreshes of lounges, ongoing.
Redesign and rebuild existing lounges.
Project Management
Support and design deliverables to meet project requirements, budget and deadline.
Manage renovation, Alterations & Additions works, including scope of demarcation, tender award, submission approval, construction supervision and handover to stakeholders and defects rectification.
Monitor, liaise and critical review with consultants, contactors and internal stakeholders to resolve issues in order to meet programme and milestone dates.
Supervise construction work at high level including workmanship, safety, housekeeping and work progress.
Ensure project deliverables are completed on schedule, within budget and in quality standard of which follows design guideline. Monitoring PM, consultants and contractors performance through weekly meetings / reports. Minimise variation orders through individual assessment on change requests.
Handover to operators.
Design Management
Compile design briefs that fulfil CX’s brand guidelines and requirements.
Support definition of propositions for every new renovation project, including space planning, seating arrangement, zoning, dining provisions, shower, lavatory, and back-of-house.
Requirements
Bachelor’s degree in a relevant field, such as interior design, architecture, engineering, hospitality / project management or related disciplines.
Professional qualifications such as PMP are preferred.
At least 8 years of experience in project management roles, with a proven track record of delivering complex fit-out projects.
Experience with architectural, interior, or consultant firms, property developers or hotel/hospitality companies, preferably in a project management related capacity are preferred.
Knowledge on hotel / hospitality operation, planning and pre-planning are an advantage.
Strong planning, organising and coordinating ability.
Excellent communication and interpersonal skills, with the ability to build relationships with key stakeholders.
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Ability to work under pressure and manage multiple projects simultaneously.
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
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