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 Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
At Cathay, we are committed to moving people forward in life — whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.
Make Your Career Move, together with Cathay.
Notes:
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Role Introduction
Purpose
- To lead and manage all aspects of airport operations, ensuring smooth and efficient performance in full compliance with established safety, security, and quality standards.
- To deliver an exceptional airport service experience, ensuring every customer feels genuinely valued and cared for, regardless of circumstance.
- To inspire employees and suppliers to embrace change, pursue excellence, and leverage technological advancements.
- To represent the Company’s best interests within the local community through strong leadership and engagement.
Key Responsibilities
Safety First, Quality Always
- Ensure rigorous implementation of corporate safety, security, and quality policies to maintain full compliance across the station, employees, and suppliers with all regulatory and internal standards.
- Drive operational excellence by achieving zero safety incidents and security breaches.
- Champion a “Just Culture” by fostering open, constructive engagement with stakeholders in root cause investigations and analysis.
- Proactively identify and mitigate personal, safety, and security risks in the airport environment for both customers and employees, including suppliers.
- Collaborate with local airport management to cultivate a culture of zero tolerance for safety and security incidents, reinforcing shared accountability and continuous improvement.
- Serve as the Airline’s ODH adhering to the established risk escalation process to the Functional Duty Holder.
Operational Excellence
- Lead the team to deliver error-free operational excellence, with a strong focus on safety management, on-time performance, baggage handling, and the future airport experience.
- Drive a proactive mindset by continuously seeking opportunities to exceed published standards, airport policies, and procedures.
- Strategically deploy resources to maximize operational efficiency and effectiveness.
- Champion and celebrate best practices, while actively identifying opportunities to integrate technology into ramp operations.
- Oversee and play a key role in ensuring continuity of airport operations under all circumstances.
- Take full ownership of airport operational, resolving them with pragmatic, commercially and legally compliant solutions.
- Perform any other reasonable duties as required.
Outstanding Product and Service
- Inspire the team to embody Cathay’s core values - Thoughtful, Progressive, and Can-Do, to foster genuine connections and deliver memorable experiences across all customer touchpoints.
- Actively explore and implement modern technologies to enhance the customer experience journey.
- Elevate the airport lounge experience through a customer-centric approach that prioritizes comfort, personalization, and service excellence.
- Recognize and build loyalty with our most valued customers, including front-end travelers and Cathay members, by delivering exceptional service and meaningful engagement.
Cost Efficiency
- Plan and manage the station budget and all airport-related costs in collaboration with key stakeholders, ensuring financial discipline and transparency.
- Proactively identify cost-saving opportunities by focusing on controllable expenses without compromising service quality or compliance.
- Conduct effective rostering to ensure full coverage across all operational shifts.
- Maximize revenue potential by optimizing the use of airport properties, such as lounges and other commercial assets.
- Maintain cost efficiency while upholding legal requirements, service standards, and operational performance.
Requirements
Academic Qualifications
- A bachelor’s and/or master’s degree in operations management, business administration, airport planning and management, or airport operations is desirable.
Knowledge, Skills, Training, And Experience
- Proven expertise in safety management, including cultivating a safety-first culture and implementing effective risk mitigation strategies
- Excellent command of written and spoken English
- Minimum of 5 years’ leadership experience in customer service within a travel-related field, preferably in airlines, airport, or ramp operations
- Up-to-date knowledge of regulatory and local legal requirements related to airport and ramp operations, as well as passenger processing
- Strong understanding of management processes and their application across normal, disrupted, and emergency operational scenarios
- Demonstrated ability to work independently with sound decision-making skills
- Self-motivated and committed leader with a collaborative mindset
- Strong customer service orientation and exceptional interpersonal skills
- Effective negotiation capabilities
- Solid analytical and numerical skills, with experience in budget planning, review, and cost management
- Ability to interpret and apply global policies to ensure local compliance
- Logical and commercial thinking with the ability to present and justify ideas to diverse audiences
- High standard of personal presentation, representing the Company in both internal and external forums
- Proven track record in supplier management, including contract renewal, negotiation, and alignment with Company policies
- Strong computer literacy, including proficiency in Word, Excel, and PowerPoint
- Demonstrated ability to lead through change and adapt in dynamic environments
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.
