Responsibilities: Lounge Operations Oversight: As the on-site center in charge, oversees daily lounge operations to ensure seamless service delivery and exceptional guest satisfaction. Team Leadership & Development: Leads, coaches, mentors front desk and pantry staff to uphold high performance and premium service standards. This includes actively monitoring the daily staff roster, overseeing duty assignments, and ensuring all team members effectively fulfill their responsibilities. Incident Management & Reporting: Proactively identifies and resolves operational incidents and guest issues on-site, taking immediate and decisive action to resolve challenges and ensuring guest satisfaction. Communicates with direct manager to escalate complex matters with clear analysis. Agency Administrative Support: Administers essential operational support for agency operations team. This includes ordering stationery, monitoring various meeting room reservations, preparing reports on agency consumption, and handling incoming calls regarding agent/client-related administrative processes. Event & Resource Management: Manages and coordinates all special events, internal meetings, and resource allocation within the lounge. This encompasses planning, execution, and oversight of resource allocation, as well as budget management for all lounge inventory. This role requires flexibility and commitment, as events may involve working outside normal business hours, including evenings or public holidays, to ensure successful execution. Qualifications: Diploma in Hospitality Management, Business Administration, or a related field Minimum 4 to 5 years of experience in a customer service or agency operations administration role, preferably within a hospitality or lounge environment Strong leadership and team management skills, with a focus on staff training and development Excellent communication and interpersonal skills, with a passion for delivering outstanding customer service Proficiency in budget management and inventory control Demonstrated problem-solving abilities and a proactive approach to addressing guest concerns Ability to work flexible hours, including evenings and weekends as needed Proficiency in Cantonese, Mandarin and English About AXA Hong Kong and Macau AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters. As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers needs and leveraging and investing in technology and digital transformation. We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company. AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential. Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company. Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).