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Cabin Crew Service Excellence Support and Engagement Officer

  • ISD - Inflight Service Delivery
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    23 Feb 2024
Role Introduction

Reports To: Assistant Manager, Cabin Crew Service Excellence (FA)

The job holder is responsible for supporting the day-to-day Cabin Crew Service Excellence Team administration and operations, with a stronger focus in engagement programme. The jobholder is also responsible for supporting the Assistant Manager in data and report generation related to recognition and performance management, and taking up any supporting duties and tasks that contribute to the overall service excellence. 

Key Responsibilities

Supporting the Enhanced Engagement Programme for Our Cabin Crew

  • Plan, arrange and organise the arrangements for our engagement initiatives
  • Support the onboarding, matching and logistics of the Brushwinger Ambassador programme and events
  • Coordinate with Talent Acquisition, CXA, FOP, and GBS to prepare any pre and
    post-boarding documents for the new recruits
  • Manage the post-survey platform and consolidate data after each engagement event

Analysis and Continous Improvement

  • Gather in/external data related to cabin crew performance, assist the analysis work and the proposal of plans and actions that can systematically enhance our service excellence level
  • Collate reports for CCSEM on crew performance or challenges and recommends actions for improvement

Performance Management Support

  • Provide performance management support to the entire Service Excellence Team
  • Support SELR in generating data from the SEEP portal to understand the performance of our junior crew members
  • Support the Service Excellence Manager (SEM) to manage the recognition messages in the SEEP Portal. Ensure a timely recognition is sent to the relevant crew.
  • Analyse performance data and assist SEM in identifying cabin crew who needs further support
  • Ensure recognition and performance discussion record is uploaded into PHUB

Other Duties

  • Support monthly internal rosters and the handling of roster changes for Service Excellence Lead Representatives (SELR) and Service Excellence Representatives (SER)
  • Support SELR in uploading personal records to ECM
  • Manage venue booking for orientation, probation, contract renewals, team meetings, etc.
  • Prepare analysis and cost report on manpower arrangement in SET
  • Assist in the budget preparations for SEM
  • Take up and support any ad hoc projects assigned by SEM


  • Customer-oriented, attention to detail with good planning and organizing skills
  • Positive and proactive, with a strong sense of responsibility
  • Excellent team player and good communication skills (verbal and written) in
    English and Chinese
  • Computer literacy, e.g. Excel, PowerPoint, MS Word

Qualifications and Experience

  • University degree holder, diploma graduate or with equivalent qualifications
  • Fresh graduates are welcome. Airline or Cabin Crew experience is advantageous
  • Knowledge of HR functions, psychology or behavioural sciences is an advantage
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.


Apply now