Service Quality Manager for Ground Operations and Cabin Services

6 hours ago


Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Airlines Ltd Full time

Company Overview

Hong Kong Airlines Ltd is a dynamic airline with a strong commitment to providing exceptional customer experiences. Our rapid expansion presents an exciting opportunity for high-caliber candidates to join our professional team.

Job Summary

We are seeking a Service Quality Manager for ground operations and cabin services to conduct on-site inspections, document findings, and support the analysis of service trends. The successful candidate will work closely with internal departments to facilitate service improvement initiatives and ensure clear communication of service quality expectations.

Key Responsibilities

  • Conduct on-site inspections and service quality audits for ground operations and cabin services
  • Document and report audit findings, highlighting service gaps and areas for improvement
  • Collect and compile data from service audits, passenger feedback, and satisfaction surveys
  • Support the analysis of service trends and assist in preparing reports for management review
  • Coordinate with relevant departments to track and follow up on the implementation of corrective actions
  • Maintain accurate records of audits, reports, and performance data
  • Assist in preparing presentations, audit schedules, and regular updates for the Assistant Manager and management

Requirements

  • Bachelor's degree in Business Administration, Aviation Management, Quality Management, Hospitality, or related field
  • Minimum of 3 years of experience in service quality management, airline operations (ground services and/or cabin services preferred), or customer experience roles
  • Proven experience in audits, performance evaluation, and implementing service improvement initiatives, preferably within the aviation or hospitality industry
  • Strong verbal and written communication skills, with the ability to present findings and recommendations effectively in both Chinese/Mandarin and English
  • Ability to identify service gaps and ensure high standards in auditing
  • Proficient in collecting and organizing data for performance evaluation
  • Collaborative mindset to work effectively with cross-functional teams
  • Understanding of customer service principles and a commitment to enhancing the passenger experience


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