Aviation Service Excellence Manager

5 days ago


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

Job Overview

Company Profile

Hong Kong Airlines Ltd is a dynamic and forward-thinking airline dedicated to providing exceptional service to its customers. With a strong commitment to quality and innovation, we are seeking a highly skilled and experienced professional to join our team as Deputy General Manager, Service Management Centre.

About the Role

  • Develop and implement strategic frameworks for service quality management, ensuring alignment with company goals and objectives.
  • Lead cross-functional teams in executing service improvement initiatives, including Skytrax 5-Star Airline Service Enhancement Action Plan.
  • Act as key liaison between Operations and Service Management Committee, coordinating efforts to achieve service excellence.

Key Responsibilities

  • Develop comprehensive research and competitor benchmarking reports to inform service quality goals.
  • Oversee development and periodic revision of Service Quality Management Manual, ensuring effective implementation across departments.
  • Establish and maintain robust service quality management system, ensuring consistency in service standards across touch-points.


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