Cabin Crew Base Manager - Cathay Pacific
Company Description
Cathay Pacific, a global airline renowned for its exceptional service, is dedicated to becoming the world's best. We believe in fostering excellence among our employees, emphasizing teamwork, and upholding ethical conduct with our stakeholders and communities.
Our diverse global team offers a wide range of career opportunities, both in the air and on the ground, encompassing customer service, office management, and professional roles. Every team member plays a vital role in delivering the unparalleled service that defines our brand.
Role Introduction
This role actively supports the management of local cabin crew, contributing to operational functions such as scheduling, pre-flight planning, base administration, and maintaining clear communication with crew and other departments.
Key Responsibilities
Relationship Management and Communication:
- Proactively nurture and strengthen bonds within the local cabin crew community.
- Build and maintain strong working relationships with local cabin crew and office teams.
- Provide support and guidance to local cabin crew to adapt to evolving business and operational environments.
- Liaise with airports and other departments as necessary.
- Communicate policy and procedure changes to line managers and Employee Relations & Bases (ER&B) in accordance with legislative updates.
Performance Management:
- Enhance performance standards of local cabin crew through positive reinforcement and recognition, cultivating a high-performing culture.
- Provide regular feedback, counseling, and support to local cabin crew for performance management.
- Monitor local cabin crew attendance.
- Conduct initial investigations for passenger complaints, punctuality, uniform and grooming infractions, grievances, and disciplinary meetings in conjunction with the line manager.
- Counsel and coach local cabin crew, resolving crew-to-crew issues.
- Monitor local cabin crew performance records, providing coaching to ensure communication of high/low scores.
- Assist with administering the local recognition program.
Roster Preparation:
- Gather and disseminate relevant information for roster preparation to Crew Resources.
- Liaise with Crew Resources and Crew Operations for roster changes.
- Handle last-minute swaps, special requests, and other urgent requirements.
Administration and Workforce Planning:
- Ensure adherence to Cathay Pacific cabin safety and security policies and procedures at all times.
- Oversee the day-to-day operations and management of the local base office.
- Ensure crew report and depart on time, liaising with ground staff regarding any flight schedule disruptions.
- Interact with crew, issuing notices via email or bulletin board regarding inflight services, crew administration, and base-specific information.
- Receive sick call-ins and make roster adjustments as required.
- Collaborate with Global Business Services (GBS) and Crew Rostering on subsequent roster arrangements for resignation cases and support the cabin crew leave request process.
- Maintain the content of the internal website for the Chinese Mainland base.
- Assist with other reasonable ad-hoc tasks as needed.
Recruitment, Selection, and Promotion:
- Prepare recruitment materials as required.
- Compile data files for enhanced merit-based promotions.
- Participate in recruitment, selection, and promotion activities as needed.
- Liaise with external service providers on recruitment processes.
- Liaise with relevant authorities on crew list registration and other visa applications.
Preflight Briefing:
- Ensure preflight briefings are conducted, and crew meet standards before operating. Activities include verifying crew completion of computerized safety questions, safety/service notices, service flow, travel and document checks, and grooming checks.
Emergency & Accident (E&A):
- Fulfill emergency, accident, and crisis response responsibilities as required.
Requirements
Academic Qualifications:
- Bachelor’s degree in any discipline
Knowledge, Skills, Training, and Experience:
- At least 3 years of relevant work experience in the airline industry.
- Strong computer literacy, including Excel, PowerPoint, and MS Word.
- Excellent communication and interpersonal skills with proficient written and spoken English and Putonghua.
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used solely for recruitment purposes in accordance with our personal data policy. 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 is available upon request by contacting our Data Protection Officer.