Hong Kong Job Openings
Cathay Pacific
Airport Premium Service Specialist
November 19, 2024
- ASD - Airport Services Delivery
- Hong Kong Special Administrative Region of China
- Cathay Pacific
-
Application Deadline
03 Dec 2024
Reports to:Head of Airport Premium Service and Lounges
This position is responsible for enabling our airport teams to deliver our premium customer experience, across all customer touch points of our customers airport journey. This includes lounge, check-in, boarding and customer connections by crafting clear, concise service procedures, He / She will be responsible to translate our customer experience design and integrate into airport premium service and lounge standard operating procedures (SOPs).
Key Responsibilities
SOP Development and Project Support
(SOP) to deliver desired customer propositions. Be detail-oriented and ensure SOPs
thoroughly cover service delivery procedures, expectations on lounge operators, and
any other relevant information.
-
Support service development and enhancement projects associated to Cathay
lounges and airport premium services by adhering to objective, contributing to the
project including work breakdown, deliverables, timeline and liaising with other
parties. -
Ensure SOPs and service developments are feasible in view of airport regulations
and environment, safety and employee resources.
Change Management
- Execute effective change management plans and proactive communication to deliver the desired customer propositions.
Continuous Improvement
- Drive continuous improvement by using data and customer insights.
- Work closely with different stakeholders for various service enhancement and service development projects for airport premium service and lounges.
- Work with the team to identify innovative ways to refine current process.
- Assist with any other ad hoc department projects, E&A activities, as required.
- University graduate with minimum 3 years of relevant working experience in airline industry.
- Experience writing manuals and service procedures
- Experience in hospitality, lounges or premium service is an advantage.
- Open-minded and possess a customer-centric mindset.
- Good analytical ability and able to solve problems creatively.
- Good understanding of current service and safety procedures.
- Strong interpersonal and communication skills.
- Ability to promote cross-level and cross-functional collaboration.
- Receptive and responsive to feedback and change.
- Driver for business performance and change.
- Seizing improvement opportunities.
- Pursuing innovation for competitive advantage.
- Strong computer skills in MS office (e.g. Excel, Word, Power Points, etc.)
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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