Cabin Crew Performance & Service Excellence Lead

Cathay Pacific Group; Hong Kong; On-site; HKD 460,000 - 620,000; Full time

Job summary

Cathay Pacific Group is seeking a role focused on turning performance and customer data into practical coaching, development and service improvements for cabin crew. You will work with the Cabin Crew Service Excellence Team to support performance discussions, crew well-being, recognition and resolution of performance-related cases.

You will also prepare insights for managers, help develop service excellence representatives, plan their rosters and support daily operations.

Qualifications

• Minimum 5 years of relevant work experience in the airline industry.
• Tertiary education completed.
• Knowledge of the cabin crew operational environment and culture.
• Strong spoken and written English with good communication and interpersonal skills.

Responsibilities

• Support service excellence representatives in holding constructive performance discussions and arranging feedback and coaching for cabin crew.
• Complete crew performance measures, help resolve appeals and coordinate performance improvement and onboard support.
• Prepare crew recognition and rewards in line with company policies, and support engagement and development activities.
• Assist with investigations and disciplinary discussions, implement resolutions where necessary, and counsel crew on required standards.
• Provide support on crew well-being, leave and attendance matters.
• Analyse crew performance and customer data, monitor engagement and success measures, and report development opportunities to managers.
• Investigate referred passenger-feedback, on-time-performance and inflight-inventory discrepancies, including coaching or escalation where needed.
• Assist with the recruitment, onboarding, training and development of service excellence representatives.
• Plan and roster lead representatives, contribute to ground and onboard manpower planning, and work with Cabin Crew Management on development programmes.
• Support day-to-day line activities and operational disruption response.

Skills

English proficiency

Analytical thinking

Interpersonal skills

Planning & organisation

Teamwork

Education

Tertiary education

Tools

Excel

PowerPoint

Microsoft Word

Job description

Cathay Pacific Group is seeking a role focused on turning performance and customer data into practical coaching, development and service improvements for cabin crew. You will work with the Cabin Crew Service Excellence Team to support performance discussions, crew well-being, recognition and resolution of performance-related cases.

You will also prepare insights for managers, help develop service excellence representatives, plan their rosters and support daily operations.