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Job Description
Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle.
The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
Cathay Pacific was founded in Hong Kong in 1946.
The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.
Join us and discover just how far you can go!
Role Introduction
To supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.
To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.
Key Responsibilities
Safety First, Quality Always
Execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
Achieve absolute operational integrity with zero safety defects and security infringements
Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents
Operational Excellence
Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
Assist to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
Assist in ensuring and maintaining operational and productivity performance conformance to standards
Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
Conduct flight briefings as required
Willing to take up extra responsibilities (e.g.
projects) and work shift duties
Undertake any other reasonable task as required
Outstanding Product and Services
Ensure people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact
Support the use of new technologies in the provision of customer service
Give recognition to our highest-value customers (front-end and elite Marco Polo members)
Crisis Management capability and preparedness
Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
Effectively manage flight disruptions and irregularities and support airport management as required
Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools
People and team
Motivate the frontline team (suppliers included) to enable supportive and collaborative teamwork
Support the on-boarding process and probation of new hires (suppliers included) as required
Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching
Support the team to adopt new challenges and changes
Monitor day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement
Supplier Management
Assist in monitoring and conducting regular performance review meetings with suppliers
Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records
Cost efficiency and productivity
Monitor team daily productivity and flexibility in resource deployment
Support the Airport Operations Manager to drive down costs in daily operation
Support station administration duties
Represent Cathay interests in the Airport Community
Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlines
Ensure competition compliance involvement in airport-related industry affairs (i.e.
AOC)
High school graduation
Knowledge, Skills, Training And Experience
Good command of written and spoken English is mandatory with the local language being an advantage
1-2 years solid Customer Service experience, preferably in airlines or airport services
Ability to work independently with good decision-making skills
Self-motivated and committed leader who enjoys teamwork
Strong customer service mentality with strong interpersonal skills
Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
Good understanding of Company policies and international regulatory procedures and all required local regulatory matters
Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
Benefits
https://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
Travel Privileges on Cathay Pacific Airways Global Network
Extensive well-being programs including health and employee assistance program benefits to help you stay well.
Paid Leave
If this position requires a uniform, a uniform allowance will be provided.
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.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified.
All job opportunities are published exclusively on our official website.
We advise applicants not to apply through or respond to any third-party websites or domains.
Kindly exercise caution and avoid unsolicited offers from unofficial sources.
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle.
The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
Cathay Pacific was founded in Hong Kong in 1946.
The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.
Join us and discover just how far you can go!
Role Introduction
To supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.
To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.
Key Responsibilities
Safety First, Quality Always
Execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
Achieve absolute operational integrity with zero safety defects and security infringements
Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents
Operational Excellence
Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
Assist to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
Assist in ensuring and maintaining operational and productivity performance conformance to standards
Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
Conduct flight briefings as required
Willing to take up extra responsibilities (e.g.
projects) and work shift duties
Undertake any other reasonable task as required
Outstanding Product and Services
Ensure people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact
Support the use of new technologies in the provision of customer service
Give recognition to our highest-value customers (front-end and elite Marco Polo members)
Crisis Management capability and preparedness
Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
Effectively manage flight disruptions and irregularities and support airport management as required
Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools
People and team
Motivate the frontline team (suppliers included) to enable supportive and collaborative teamwork
Support the on-boarding process and probation of new hires (suppliers included) as required
Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching
Support the team to adopt new challenges and changes
Monitor day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement
Supplier Management
Assist in monitoring and conducting regular performance review meetings with suppliers
Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records
Cost efficiency and productivity
Monitor team daily productivity and flexibility in resource deployment
Support the Airport Operations Manager to drive down costs in daily operation
Support station administration duties
Represent Cathay interests in the Airport Community
Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlines
Ensure competition compliance involvement in airport-related industry affairs (i.e.
AOC)
High school graduation
Knowledge, Skills, Training And Experience
Good command of written and spoken English is mandatory with the local language being an advantage
1-2 years solid Customer Service experience, preferably in airlines or airport services
Ability to work independently with good decision-making skills
Self-motivated and committed leader who enjoys teamwork
Strong customer service mentality with strong interpersonal skills
Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
Good understanding of Company policies and international regulatory procedures and all required local regulatory matters
Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
Benefits
https://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
Travel Privileges on Cathay Pacific Airways Global Network
Extensive well-being programs including health and employee assistance program benefits to help you stay well.
Paid Leave
If this position requires a uniform, a uniform allowance will be provided.
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.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified.
All job opportunities are published exclusively on our official website.
We advise applicants not to apply through or respond to any third-party websites or domains.
Kindly exercise caution and avoid unsolicited offers from unofficial sources.
Job Requirements
Requirements
Academic qualifications
Post-secondary school education is desirable
Academic qualifications
Post-secondary school education is desirable
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