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Airport Premium Service Coordinator

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Role Overview

Reports to: Head of Airport Premium Service and Lounges

This role is pivotal in empowering our airport teams to provide an exceptional premium experience for our customers throughout their airport journey. This encompasses all customer interaction points, including lounges, check-in, boarding, and connections, by developing clear and effective service protocols. The individual will be tasked with translating our customer experience design into actionable airport premium service and lounge standard operating procedures (SOPs).

Key Responsibilities
SOP Development and Project Support

- Formulate the airport premium service and lounge standard operating procedures (SOP) to ensure the delivery of desired customer experiences. Attention to detail is crucial to ensure SOPs comprehensively address service delivery processes, expectations for lounge operators, and other pertinent information.

  • - Assist in service development and enhancement initiatives related to Cathay lounges and airport premium services by contributing to project objectives, deliverables, timelines, and collaborating with various stakeholders.
  • - Ensure that SOPs and service enhancements are practical, considering airport regulations, safety protocols, and available employee resources.
Change Management
  • - Implement effective change management strategies and proactive communication to achieve the desired customer experiences.
Continuous Improvement
  • - Foster continuous improvement by leveraging data and customer insights.
  • - Collaborate with diverse stakeholders on various service enhancement and development projects for airport premium services and lounges.
  • - Work with the team to discover innovative methods to enhance existing processes.
  • - Support any additional departmental projects or activities as needed.
Requirements
  • - University degree with a minimum of 3 years of relevant experience in the airline sector.
  • - Proficient in drafting manuals and service procedures.
  • - Experience in hospitality, lounges, or premium service is advantageous.
  • - Open-minded with a customer-focused approach.
  • - Strong analytical skills with a creative problem-solving ability.
  • - Solid understanding of current service and safety protocols.
  • - Excellent interpersonal and communication skills.
  • - Capable of fostering collaboration across different levels and functions.
  • - Receptive to feedback and adaptable to change.
  • - Motivated to drive business performance and transformation.
  • - Proactive in identifying improvement opportunities.
  • - Committed to pursuing innovation for competitive advantage.
  • - Proficient in MS Office applications (e.g., Excel, Word, PowerPoint).
Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be handled 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 retained in our files for up to 24 months. A copy of our Personal Information Collection Statement will be available upon request by contacting our Data Protection Officer.