Baggage Services Lead

Cathay Pacific; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Benefits offered by this job

World-class training

Career progression

Diverse culture

Shift allowances

Medical coverage

Retirement scheme

Travel discounts

Job summary

Cathay Pacific is seeking a Baggage Services Lead at Hong Kong International Airport to drive service excellence across baggage handling, customs hall operations, and back office workflows. You will coordinate with ground handling teams, agents and service providers to meet safety standards and company service levels.

The role requires at least 3 years of airport operations experience, strong problem-solving and communication skills, and the ability to lead and develop a team under pressure.

Qualifications

• Right to work in Hong Kong.
• Minimum 3 years of airport operations experience.
• Strong problem-solving and decision-making capabilities.
• Effective communication and interpersonal skills.
• Good command of English and Cantonese.
• Ability to work independently and under pressure.
• Commitment to continuous improvement.
• Strong teamwork and leadership abilities.
• Safety-sensitive role; pass HKCAD drug screening.

Responsibilities

• Coordinate activities with customers, ground handling agents and service providers to meet safety standards.
• Take charge of daily operations, ensuring baggage services at Customs Hall and back office meet procedures and service standards.
• Demonstrate high service standards, handle complaints and provide service recovery as a role model.
• Negotiate with customers for on-the-spot settlements or replacements for baggage claims.
• Monitor BSO performance and take actions to improve.
• Conduct performance reviews and support development plans for BSO staff.
• Assist BSO with on-the-job training and development.
• Empower and motivate BS Officers to deliver intuitive service and optimal outcomes.
• Report operational irregularities to the supervisor.
• Engage in projects to improve baggage team productivity and efficiency.

Skills

Problem solving

Decision making

Communication

Interpersonal skills

Leadership

Job description

Role Introduction

Reports to: Assistant Manager Baggage Services

In order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. Our Baggage Services Lead plays a crucial role at the airport by demonstrating to our customers the 3 key brand values of ‘Thoughtful’, ‘Progressive’ and ‘Can-do’, making all the moments of truth memorable by understanding the voice of our customers.

Key Responsibilities

• Coordinate activities associated with customers, ground handling agents and other service providers to ensure safety and security standards are met
• Take charge of daily operations, ensure Baggage Services at Customs Hall and back office are carried out effectively and efficiently in accordance with the established procedures and company service standards
• To demonstrate the highest standard of service excellence, handle complaints and provide service recovery to customers and act as a role model to Baggage Services Officers
• Negotiate with customers and determine reasonable on-the-spot settlements or replacements for baggage claims
• Closely monitor Baggage Service Officer's performance and take necessary actions to help them improve
• Responsible for performance reviews for Baggage Service Officers, including annual goal- setting/performance development plan, mid-year and year- end performance review
• Assist Baggage Service Officer with on-the-job training & development
• Empower and motivate Baggage Service Officers to provide intuitive service and provide options for the best customer outcomes
• Report operational irregularities to the supervisor
• Engage in different projects to improve the baggage team’s productivity and efficiency

Requirements

• Right to work in Hong Kong
• Minimum 3 years of experience in airport operations
• Strong problem-solving skills and sound decision-making ability
• Effective communication and interpersonal skill
• Good standard of spoken English and Cantonese
• Ability to work independently and perform effectively under pressure
• Commitment to contributing ideas and suggestions that drive continuous improvement
• Strong teamwork and leadership skills
• As the position is a Safety-Sensitive Role, you are required to pass a pre-employment drug test in accordance with the HKCAD Guidance for Screening of Psychoactive Substances (CAD373)

Benefits

• Being part of a world-class service brand to be proud of
• World-class training and a structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Special allowance(s) is entitled to overnight and public holiday shifts
• Medical coverage & other flexible benefits
• Flexible retirement scheme
• Discounted travel for you and your family

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.