Reports to: Manager On Duty

As the Service Excellence Lead, embodying our core brand value proposition centered on service excellence is essential for establishing ourselves as a top global service brand. The Service Excellence Lead at the airport plays a vital role in showcasing our brand values of Thoughtful, Progressive, and Can-do Spirit to customers, ensuring memorable moments of truth by truly understanding their needs and expectations.

• Coordinate activities among customers, ground handling agents, and service providers to uphold safety and security standards while adhering to established procedures
• Take charge of overseeing service delivery and recovery operations at landside or airside locations
• Manage disruptions and crises effectively
• Ensure the delivery of efficient and reliable services to customers
• Demonstrate service excellence, lead and support Customer Services Officer (CSO), supervise their performance, and conduct regular assessments and goal-setting
• Support Manager on Duty in daily operations
• Empower Customer Services Officer (CSO) to deliver intuitive service, offer optimal customer solutions, and conduct regular briefings for team alignment and service standard adherence
• Provide on-the-job training and development opportunities for Customer Services Officer (CSO)

• Right to work in Hong Kong
• Minimum age of 18
• Good command of spoken English
• Minimum 3 years of experience in airport operations or relevant experience; prior experience in Coaching, Flight Control or Premium Services Team is an advantage
• Customer service-oriented attitude and good communication skills
• Strong interpersonal skills with flair in delivering service excellence
• Strong problem solving, decision making and organising skills
• Strong leadership and people management capabilities with solid supervisory experience

• Being part of a world-class service brand to be proud of
• World-class training and a structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Special allowance(s) is entitled to overnight and public holiday shifts
• Medical coverage & other flexible benefits
• Flexible retirement scheme
• Discounted travel across numerous airlines for you and your family

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.