Baggage Services Lead

Cathay Pacific Airways Limited; Hong Kong; On-site; HKD 400,000 - 560,000; Full time

Benefits offered by this job

Overnight shifts allowance

Medical coverage

Discounted travel

World-class training

Career progression

Inclusive culture

Job summary

Cathay Pacific Airways Limited is seeking a Baggage Services Lead to enhance airport operations and deliver world-class customer service. The role emphasizes coordinating with customers, agents, and service providers to ensure safety and high service standards at the airport.

The successful candidate will demonstrate strong problem-solving, English and Cantonese proficiency, and leadership, with a track record in managing teams and improving baggage service performance under pressure.

Qualifications

• 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.

Responsibilities

• Coordinate activities with customers, ground handling agents and 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 per procedures and standards.
• Handle complaints and provide service recovery while acting as a role model to Baggage Services Officers.
• Negotiate with customers and determine on-the-spot settlements or replacements for baggage claims.
• Monitor Baggage Service Officers' performance and take actions to help them improve.
• Responsible for performance reviews including annual goal-setting and development plans.
• Assist Baggage Service Officers with on-the-job training and development.
• Empower and motivate Officers to provide intuitive service and best outcomes.
• Report operational irregularities to the supervisor.
• Engage in projects to improve the baggage team’s productivity and efficiency.

Skills

Right to work in HK

Airport operations

Problem-solving

Communication

English and Cantonese

Independence under pressure

Continuous improvement

Leadership

Job description

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

• Item 1 of 10, Coordinate activities associated with customers, ground handling agents and other service providers to ensure safety and security standards are met Coordinate activities associated with customers, ground handling agents and other service providers to ensure safety and security standards are met
• Item 2 of 10, 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 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
• Item 3 of 10, 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 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
• Item 4 of 10, Negotiate with customers and determine reasonable on-the-spot settlements or replacements for baggage claims
• Item 5 of 10, Closely monitor Baggage Service Officer's performance and take necessary actions to help them improve Closely monitor Baggage Service Officer's performance and take necessary actions to help them improve
• Item 6 of 10, Responsible for performance reviews for Baggage Service Officers, including annual goal- setting/performance development plan, mid-year and year- end performance review Responsible for performance reviews for Baggage Service Officers, including annual goal- setting/performance development plan, mid-year and year- end performance review
• Item 7 of 10, Assist Baggage Service Officer with on-the-job training & development Assist Baggage Service Officer with on-the-job training & development
• Item 8 of 10, Empower and motivate Baggage Service Officers to provide intuitive service and provide options for the best customer outcomes Empower and motivate Baggage Service Officers to provide intuitive service and provide options for the best customer outcomes
• Item 9 of 10, Report operational irregularities to the supervisor
• Item 10 of 10, Engage in different projects to improve the baggage team’s productivity and efficiency Engage in different projects to improve the baggage team’s productivity and efficiency

Requirements

• Item 1 of 9, Right to work in Hong Kong Right to work in Hong Kong
• Item 2 of 9, Minimum 3 years of experience in airport operations Minimum 3 years of experience in airport operations
• Item 3 of 9, Strong problem-solving skills and sound decision-making ability
• Item 4 of 9, Effective communication and interpersonal skill Effective communication and interpersonal skill
• Item 5 of 9, Good standard of spoken English and Cantonese Good standard of spoken English and Cantonese
• Item 6 of 9, Ability to work independently and perform effectively under pressure
• Item 7 of 9, Commitment to contributing ideas and suggestions that drive continuous improvement
• Item 8 of 9, Strong teamwork and leadership skills Strong teamwork and leadership skills
• Item 1 of 7, Being part of a world-class service brand to be proud of Being part of a world-class service brand to be proud of
• Item 2 of 7, World-class training and a structured career progression path World-class training and a structured career progression path
• Item 3 of 7, A safe and collaborative working environment which embraces a diverse and inclusive culture A safe and collaborative working environment which embraces a diverse and inclusive culture
• Item 4 of 7, Special allowance(s) is entitled to overnight and public holiday shifts Special allowance(s) is entitled to overnight and public holiday shifts
• Item 5 of 7, Medical coverage & other flexible benefits Medical coverage & other flexible benefits
• Item 7 of 7, Discounted travel for you and your family 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.