Baggage Services Lead: Operations & People Leader

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

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.