Airport Premium Service Specialist

7 days ago


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

Cathay Pacific Airways Limited is seeking a highly skilled Airport Premium Service Specialist to join our team. As a key member of our airport operations team, you will be responsible for delivering exceptional customer experiences across all touchpoints of our customers' airport journey.

Key Responsibilities
  • SOP Development and Project Support
    • Develop and maintain airport premium service and lounge standard operating procedures (SOPs) to deliver desired customer propositions.
    • Support service development and enhancement projects associated with Cathay Pacific lounges and airport premium services.
    • Ensure SOPs and service developments are feasible in view of airport regulations and environment, safety, and employee resources.
  • Change Management
    • Execute effective change management plans and proactive communication to deliver the desired customer propositions.
  • Continuous Improvement
    • 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 service and lounges.
    • Work with the team to identify innovative ways to refine current processes.
    • Assist with any other ad hoc department projects, E&A activities, as required.
Requirements
  • University graduate with minimum 3 years of relevant working experience in the airline industry.
  • Experience writing manuals and service procedures.
  • Experience in hospitality, lounges, or premium service is an advantage.
  • 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.
  • Strong computer skills in MS office (e.g. Excel, Word, PowerPoints, etc.)


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