Assistant Manager Cabin Crew Service Excellence
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ISD - Inflight Service Delivery
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Hong Kong Special Administrative Region of China
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Cathay Pacific
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Ap
plication Deadline: 23 Feb 2024
Role Introduction
Reports To
: Cabin Crew Service Excellence Manager (FA)
The job holder will:
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Assist CCSEM to lead, engage, enable and set our cabin crew up for success to deliver service excellence, the brand proposition and values and desired customer outcomes.
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Activity manage the Performance and Standards with emphasis on leadership and service excellence
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Design and execute to ensure our cabin crew will enjoy a comprehensive cabin crew experience
Key Responsibilities
Crew Service Excellence and Engagement
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Assist the CCSEM to implement strategies for high quality engagement and crew success discussions
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Understand crew and their lifecycle and work with them towards the desired business and personal goals
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Actively mentor, coach and facilitate crew career discussions and development
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Foster and promote a positive and inclusive working environment
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Design and implement the enhanced onboarding and engagement experience provided to our crew. Manage to provide appropriate support to new joiners recruited from outside Hong Kong, in ensuring they have the support required to settle well in Cathay and in Hong Kong
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Facilitate crew well-being and support
People and Process
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Lead the team of Service Excellence Lead Representatives (SELR) and Service Excellence Representatives (SER) to provide peer support to new joiners recruited from outside Hong Kong
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Responsible for the recruitment, on-boarding, performance, development and on-ground line support of and to Service Excellence Lead Representatives (SELR) and SER, and Brushwinger Ambassadors (BA)
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Lead the team of Brushwinger Ambassadors (BA) to create an environment where new joiners can settle quickly and excel through encouragement and empowerment
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Develop and implement guidelines and processes for managing crew performance, and ensure they are executed in the right and timely manner
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Deputise CCSEM and AM,CCSEM during their absence
Analysis and Continuous Improvement
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Analyse new insights and trends on cabin crew performance, and propose plans and actions that can systematically enhance our service excellence level
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Collaborate with Talent Acquisition and The Learning Academy to identify and drive recruitment selection and training needs
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Recommend policy and procedures changes to improve service excellence and cabin crew experience
Compliance
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Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored
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Ensure all policies and procedures are documented and always updated, and compliant with internal and external regulatory requirements
Other Duties
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Prepare documents and represent the Company in labour disputes and on any other people issues
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Support E&A and other ad hoc duties as assigned
Requirements
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University degree holder with at least 5 years relevant work experience in airline or hospitality industry
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Excellent people management skills. Previous experience in Training and People development is a clear advantage
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Strong cultural sense and customer-oriented mindset
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Proven experience in driving high-performance standards and engagement
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Sound knowledge of cabin crew operational environment and standards, including safety, service, etc
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Good analytical and reporting skills
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Knowledge of HR functions and regulatory environment, psychology or behavioural sciences is an advantage
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Computer literacy e.g. Excel, PowerPoint, MS Word
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Good communication and interpersonal skills with excellent command of written and spoken English, Cantonese and Putonghua
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used 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 kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
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