Role Introduction
Reports to:Head of Airport Premium Service and Lounges
The role is part of the Airport Service Delivery Department, and is dedicated to enable our airport teams to deliver a premium customer experience across all touchpoints of our customers' airport journeys, including lounges, check-in, boarding, and customer connections, by crafting clear and concise service procedures.
You will be responsible for translating our customer experience design and integrating it into the standard operating procedures (SOPs) for airport premium services and lounges.
Key Responsibilities
- Develop the airport premium service and lounge standard operating procedures (SOPs) which thoroughly cover service delivery procedures, expectations for lounge operators, and any other relevant information
- Support service development and enhancement projects associated with Cathay lounges and airport premium services by adhering to objectives, 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
- Execute effective change management plans and proactive communication to deliver the desired customer propositions
- 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 services and lounges
- Work with the team to identify innovative ways to refine current processes
- Assist with any other ad hoc department projects and E&A activities as required
Requirements
- 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
- Proficient in MS Office, including Excel, Word, and PowerPoint
- 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
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.
