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Cabin Crew Service Excellence Manager

  • Corporate Services
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline

Department: Inflight Services Department (ISD)

Reports to: Head of Cabin Crew (HOCC)

The job holder will engage, enable and set our cabin crew up for success to deliver the service excellence, brand proposition and values and desired customer outcomes. He/ she will drive programs to build strong relationships with our crew and deliver high performance and standards with emphasis on leadership and service excellence.

Key Responsibilities

Crew Service Excellence and Engagement:

  • Accountable for cabin crew service excellence, standards and success measures
  • Set clear direction and standards for the team and implement strategies for crew success and high quality engagement
  • Build strong relationships with crew and become their trusted advisors
  • Take ownership of crew issues and ensure corrective measures are implemented
  • Develop and implement reward and recognition activities that motivate and instill positivity amongst crew
  • Plan and support crew career progression and development
  • Actively mentor, coach and facilitate high quality crew career discussions and development where necessary
  • Understand the crew behavior and trends and work with them towards the desired business and personal outcomes
  • Ensure disciplinary proceedings and resolutions are fair and reasonable

People Management:

  • Lead, recruit, mentor and develop Cabin Crew Service Excellence Executives (‘CCSEE’) and Lead Representatives and nurture an environment where they can excel through encouragement and empowerment
  • Plan and develop the team capabilities (tools, skills and knowledge) to achieve quality interactions and the desired outcomes for crew
  • Ensure the team is successful in driving the right behaviours and advocating a high performance culture
  • Develop Teams’ performance standards and facilitate the development programs.
  • Plan manpower to ensure adequate support for day to day line support, crew engagement activities and onboard assessments
  • Act as the escalation point for the Assistant Cabin Crew Service Excellence Manager (‘ACCEM’)

Quality and Continuous improvement:

  • Analyse and report on crew performance against customer outcomes and business needs and implement changes needed to support and enable service excellence and high performance.
  • Ensure that the performance management policy and processes are driving the right behaviours and qualities in our crew and rewarding the right people
  • Collaborate with TA, TLA, CED, CRD, etc. on training needs for the team and crew
  • Review the policies, procedures and standards to ensure they support the high performance and drive the right behaviours
  • Keep ahead of business developments and apply best practices to areas of improvement

Compliance:

  • Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored
  • Ensure all policies and procedures are documented and updated at all times and comply with internal and external safety and regulatory requirements

Others:

  • Lead the team to support for E&A Crisis Management or other disruption
  • Represent the Company at Labour tribunals and any other court hearings or mediation if necessary
  • Assist the HOCC in any ad hoc projects and programs

Requirements

  • At least 10 years relevant work experience in airline or hospitality industry.
  • Knowledge of HR functions and regulatory environment are an advantage
  • Excellent people management skills. Previous experience in Training and People development is a clear advantage
  • Strong service and customer oriented mind-set
  • Proven experience in driving high performance standards and engagement. Knowledge on performance development best practices
  • Sound knowledge of policies and procedures, cabin crew operational environment and standards, including safety and service
  • Good communication and interpersonal skills with excellent command of written and spoken English
  • Good analytical and reporting skills
  • Previous project management experience
  • University degree holder
  • Computer literacy e.g. Excel, PowerPoint, MS Word

Application deadline:  3 March 2021

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.

Apply now