Finance Executive

About the Company

Hello! Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy.

You don't need to be from this industry, you do need to be passionate.

Our promise to you:

- We will respect and value your background and perspectives

- We will work together with integrity

- We will share our incredible pride for job, company, and industry

What we ask of you:

- Bring passion to all that you do

- Listen, move fast and think innovatively

- Speak up, have ideas, and share them

- Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

Who we are:

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience that is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances, and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa, etc.

With the future of travel always insight, we created Smart Traveller, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

JOB SCOPE :

• Manage the day-to-day operational coordination of airport services by overseeing supplier performance, booking execution, and service delivery across all airport service touchpoints (lounge access, fast track, meet & assist, transport, etc.).

• Ensure all customer bookings are accurately communicated, executed, and completed in line with agreed service standards, while proactively managing operational issues, customer requests, and supplier performance to deliver a seamless end-to-end passenger experience.

JOB RESPONSIBILITIES :

• Manage and coordinate all incoming bookings, ensuring accurate and timely allocation to relevant service providers (suppliers).

• Act as the central operational point between platform bookings and suppliers, ensuring all services are delivered as per booking details and service standards.

• Monitor and track the end-to-end execution of each service, ensuring completion in line with expected quality and timing.

• Follow up proactively with suppliers to confirm service readiness, execution, and completion.

• Manage operational communication with suppliers (lounges, fast track, meet & assist, transport, etc.) to ensure alignment on daily operations and service delivery.

• Identify and resolve service disruptions or delays by coordinating directly with suppliers and taking corrective action when required.

• Intervene and manage supplier-related issues in real time to minimize customer impact.

• Handle customer inquiries, last-minute changes, special requests, and service amendments in a timely and professional manner.

• Manage cancellations, refunds, and booking adjustments, ensuring proper coordination with Finance and suppliers.

• Conduct basic investigations into service failures, discrepancies, or customer complaints, and provide clear reporting and resolution.

• Manage and resolve customer complaints, ensuring service recovery actions are implemented and communicated effectively.

• Ensure all issues are properly documented, tracked, and closed in coordination with relevant stakeholders.

• Monitor supplier performance and service quality, highlighting gaps and recurring issues to management.

• Support continuous improvement by providing operational feedback on service delivery, supplier performance, and customer experience.

• Ensure compliance with operational procedures, service standards, and airport regulations.

• Maintain accurate records of bookings, service delivery status, incidents, and resolutions.

JOB REQUIREMENTS :

• 3–5 years of experience in operations, hospitality, airport services, or customer service coordination roles.

• Experience working with multiple service providers or vendors (supplier coordination experience is a strong advantage).

• Strong problem-solving and operational decision-making skills.

• Experience in handling customer complaints, service recovery, and operational escalations.

• Ability to manage multiple tasks simultaneously in a fast-paced environment.

• Strong coordination and stakeholder management skills.

• High attention to detail and accuracy in managing bookings and service execution.

• Flexibility to work shifts.

• Excellent command of English.