Role Introduction
Reports to: General Manager, Inflight Service Delivery
The Head of Inflight Customer Service and Operations sits under the Inflight Service Delivery Department, mainly responsible for driving inflight service excellence by establishing the standards, procedures, tools, equipment and methods for delivering excellent customer service inflight; and maintaining safe and compliant operational standards. You will be responsible for driving smooth and efficient Cabin Crew Operations and ensuring company, safety and regulatory requirements are met at all times. You will also be responsible for setting the Uniform Standards and ensuring adequate inventory controls and smooth operations across the company.
Key Responsibilities
Inflight operational standards, compliance and safety
- Develop strategy and plan for maintaining high safety, compliance and operational standards; drive down work injury and cabin hazards; and ensure Safety Management System, Safety and Security Standards and Occupational Health and Safety are implemented within cabin operations, to minimise inflight safety risks; and ensure cabin safety and security policies and procedures are developed, up-to-date and maintained; and in accordance with the terms of reference internally
- Fully support Inflight Service Delivery quality and safety outcomes including implementation and monitoring of safety and quality activities and processes to ensure compliance with all regulatory and safety requirements and organizational standards; work closely with Flight Operations on Inflight Service Delivery operations policy and procedures and act as a point of contact for Hong Kong Civil Aviation Department regarding related enquiries
- Act as a deputy Chairperson at the Cabin Safety Action Group monthly meeting, represent Inflight Service Delivery at the Airline Safety Review Committee and Occupational Health and Safety Action Group monthly meeting; and ensure Inflight Service Delivery Crisis Management Plan are fully documented and implemented; and responsible and approve for the content of operations and services manuals, make decisions regarding risk tolerability with respect to cabin operations safety and security
- Act as an 'Approver' of Policy and Procedure Manuals and Terms of Reference documents for Inflight Customer Service and Operations teams
Inflight technical operations
- Oversee technical operations, crew complement, duties and tasks and related Inflight Service Delivery Operations Cabin Crew Operating Manuals to ensure compliance with regulatory and safety requirements and corporate operational policies; oversee the development and implementation of service, work flows, technical operations, design of procedures are taken consideration of cabin crew functionality, safety, quality and risk implications
- Oversee preparatory project work on new and retrofitted aircraft on cabin layout, galley design and stowage and establishment of crew complement; develop cabin crew operating manuals, duties and responsibilities, training standards and requirements
Inflight customer service
- Develop strategy to drive inflight service excellence, including establishing policies and procedures and enabling cabin crew to develop skills and competencies to deliver service; oversee company’s development of new initiatives and continuous improvement are operationally feasible and compliant of safety standards
Uniform service & grooming standards
- Oversee Corporate Grooming and Uniform policies for Cabin Crew and front line staff across the company to ensure uniform and grooming standards are consistent and well maintained; oversee the vendors, quality, uniform inventory, distribution and replacement process within uniform services for front line staff and development and maintenance of systems to ensure consistent delivery of service standards
Cabin crew operations
- Develop strategy to ensure Cabin Crew Operations are smooth and efficient; oversee day to day operation support and management of cabin crew briefing office, pre and post flight operations; ensure timely and effective support to cabin crew during disruptions and incidents; represent Inflight Service Delivery at the Crisis Command Center and ensure Inflight Service Delivery is fully prepared to manage the crisis
Requirements
- Strong leadership, decision making and analytical skills with a solid background in data analysis
- Strong experience in project management across different sections, departments and across different disciplines, as well as across external parties
- Solid experience in supplier management, benchmarking and market intelligence
- Strong time management skills, logical, structured with a systematic approach, well organised, detail focused and methodological
- Strong interpersonal and communication skills with ability to communicate with people at all levels, in particular with the senior management level and outsource suppliers
- Excellent command of English (both spoken and written)
- Strong computer literacy e.g. Excel, PowerPoint, Microsoft Word, SharePoint
- Minimum Tertiary education, a Master’s Degree would be of an advantage
- Solid background knowledge on inflight safety operational, Inflight Service Standards; and sound knowledge and understanding on Safety Management Systems (SMS), in particular on the risk assessment, safety Investigation, just culture, safety audit, safety and security regulatory compliance, Occupational Health and Safety related disciplines
- Strong awareness in and up-to-date with the overall commercial aspect of the airline and strong solid background and experience in effective project management, change management, establishment of policy and procedures
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
