Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. 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 standardsAchieve absolute operational integrity with zero safety defects and security infringementsSupport 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 freeAssist to implement innovative ideas and strive to do things differently and better in all aspects of airport operationsAssist in ensuring and maintaining operational and productivity performance conformance to standardsSupport airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as requiredConduct flight briefings as requiredWilling to take up extra responsibilities (e.g. projects) and work shift dutiesUndertake 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 pointsSupport 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 contactSupport the use of new technologies in the provision of customer serviceGive 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 standardsEffectively manage flight disruptions and irregularities and support airport management as requiredEnsure 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 teamworkSupport the on-boarding process and probation of new hires (suppliers included) as requiredSupport and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coachingSupport the team to adopt new challenges and changesMonitor 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 suppliersSupport the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records

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 airlinesEnsure competition compliance involvement in airport-related industry affairs (i.e. AOC)Protect the Company’s reputationRequirements

Academic qualifications

Post-secondary school education is desirableHigh school graduation

Knowledge, skills, training and experience

Good command of written and spoken English is mandatory with the local language being an advantage1-2 years solid Customer Service experience, preferably in airlines or airport servicesAbility to work independently with good decision-making skillsSelf-motivated and committed leader who enjoys teamworkStrong customer service mentality with strong interpersonal skillsGood 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 mattersAbility to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsAdapts to and embraces constant change Apply now

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