Reports to: Head of Cabin Crew

Department: Inflight Services Delivery (ISD)

The Cabin Crew Service Excellence Manager sits under the Inflight Services Delivery Department, mainly responsible for leading, engaging and setting the cabin crew up for success to deliver service excellence, brand proposition and values and desired customer outcomes. You will be responsible for driving programs to build strong relationships with our crew and deliver high performance and standards with emphasis on leadership and service excellence.

Key Responsibilities

Crew Service Excellence and Engagement

• Accountable for cabin crew service excellence, performance and success measures, set clear direction and standards for the team and implement strategies for crew success and high quality engagement; and build strong relationships with crew and become their trusted advisors and take ownership of crew issues and ensure corrective measures are implemented

• Develop and implement reward and recognition activities according to the policy that motivate and instil positivity amongst crew and ensure disciplinary proceedings and resolutions are fair and reasonable according to company policies

• Plan and support crew career progression and development, actively mentor, coach and facilitate high quality crew career discussions and development where necessary, understand the crew behaviour and trends and work with them towards the desired business and personal outcomes

People Management

• Lead, recruit, mentor and develop Assistant Managers Cabin Crew Service Excellence, Cabin Crew Service Excellence Executives, Lead Representatives and Representatives and nurture an environment where they can excel through encouragement and empowerment, plan and develop the team capabilities to achieve quality interactions and the desired outcomes for crew

• Ensure the team is successful in driving the right behaviours and advocating a high performance culture, develop Teams’ performance standards and facilitate the development programs and plan manpower to ensure adequate support for day to day line support, crew engagement activities and onboard assessments

• Accountable for the contract renewal and extension process and outcomes, act as the escalation point for the Assistant Manager Cabin Crew Service Excellence and deputise Head of Cabin Crew when required

Quality and Continuous improvement

• Analyse and report on crew performance against customer outcomes and business needs and implement changes needed to support and enable service excellence and high performance; ensure that the performance management policy and processes  are driving the right behaviours and qualities in our crew and rewarding the right people

• Review the policies, procedures and standards to ensure they support the high performance and drive the right behaviours and keep ahead of business developments and apply best practices to areas of improvement

Compliance

• Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored; and ensure all policies and procedures are documented and updated at all times and comply with internal and external safety and regulatory requirements

Others

• Lead the team to support for Crisis Management or other disruption, represent the Company at Labour tribunals and any other court hearings or mediation if necessary
  

Requirements

• At least 10 years relevant work experience in airline or hospitality industry

• Knowledge of Human Resources functions and regulatory environment are an advantage

• Excellent people management skills. Previous experience in Training and People development is a clear advantage

• Strong service and customer oriented mind-set. Previous experience working as Cabin Crew Section leader a definite advantage

• Proven experience in driving high performance standards and engagement. Knowledge on performance development best practices

• Sound knowledge of policies and procedures, cabin crew operational environment and standards, including safety and service

• Good communication and interpersonal skills with excellent command of written and spoken English

• Good analytical and reporting skills and previous project management experience

• University degree holder

• Sounding computer literacy, for example Excel, PowerPoint, Microsoft Word

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.