Cabin Crew Service Excellence Executive

• ISD - Inflight Service Delivery
• Hong Kong Special Administrative Region of China
• Cathay Pacific
• Application Deadline
  26 May 2024

Role Introduction

Reports to: Assistant Manager Cabin Crew Service Excellence (FA)

To support continuous performance improvement and increase efficiency and effectiveness of Service Excellence Team functions;

Support the Cabin Crew Service Excellence Manager (CCSEM) and Assistant Manager Cabin Crew Service Excellence (AMCCSE) and Cabin Crew Service Excellence Lead Representatives (SELR) to deliver ISD strategy by following up on a wide range of reported incidents in relation to cabin crew performance/development during their course of employment and facilitate appropriate follow up;

To increase efficiency of administration work that support the data of performance, development and engagement of cabin crew

Key Responsibilities

• Supports the team of CCSELR and cabin Crew Service Representatives (CCSER) to engage in high quality discussions with crew on performance and success measures. Ensure crew are receiving feedback and coaching where needed
• Ensure crew performance measures for all crew are completed and any appeals are resolved
• Work with the CCSELR and CCSER to implement performance improvement measures and on board support where needed
• Prepare recognition for crew according to department’s protocol
• Assist in investigations, appeals, disciplinary discussions and execute resolutions where necessary
• Assist crew well-being and support on leave and attendance matters
• Counsel cabin crew to reinforce the required standard of performance
• Assist in planning and organizing activities in support of relationship, engagement and performance development of cabin crew
• Provide support to CCSEM in developing engagement projects and workshops.
• Provide administrative support to crew holding work visa and ensure they are working in compliance with the Immigration requirement.
• Ensure cabin crew complied with the company policies and procedures on e- Learning modules

Crew Performance Analysis and Insights:

• Prepare detailed reports and analysis to Managers on crew performance
• Analyse crew performance and customer data and develop insights and identify opportunities for improvement
• Track and monitor engagement rates, crew success measures and identify opportunities/areas for development, training, etc.

People and Process

• Assist in the recruitment, on boarding and development of CCSELR and CCSER
• Facilitate training for CCSELR and CCSER in setting performance standards and providing constructive feedback and coaching sessions
• Assist the AM in the manpower planning for on ground line and on board activities
• Support the CCSELR and CCSER development and enablement
• Responsible for CCSELR manpower planning and rostering

Continuous Improvement:

• Work with Cabin Crew Management to test, design and conduct internal development programs/training as appropriate for CCSELR, CCSER and cabin crew

Line and Operations Support:

• Support day to day line activities such as rostering of SELR, SER
• Support disruption and E&A

Requirements

Skills

• Excellent teamwork, good self-motivation and ability to challenge status quo and implement change.
• Good communication and interpersonal skills with high standard of written and spoken English.
• Computer literacy e.g. Excel, PowerPoint, MS Word.
• Good analytical, planning and organizational skills and ability to work independently and manage

Knowledge

• Tertiary
• Good command of spoken and written English
• Cabin crew operational environment and

Experience

• At least 5 years relevant work experience in airline industry

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.