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Assistant Manager Inflight Customer Service Delivery Premium
Department: Inflight Service Delivery
Reports to: Inflight Customer Service Delivery Manager
This role will be responsible for enabling cabin crew to deliver the premium customer experience in First and Business classes designed by the Customer Experience & Design team and ensuring service procedures are feasible and in place for the crew community. He/she will work closely with the Customer Experience & Design team and to be involved and engaged in new product development and service improvement, and determine the way to integrate such operations into cabin crew standard operating procedures (SOPs). He/she will also oversee the changes in service delivery procedure and will be responsible for effective change management to be carried out while introducing new service concepts and procedures.
Key Responsibilities
* Accountable for both Cathay Pacific (CX) and Cathay Dragon (KA) work scope
* Develop detailed procedures to deliver desired customer propositions
* Suggest counter-proposal and trade off decisions should service concept exceeds budget / crew resources
* Manage Premium Service Working Group (Crew volunteer) and inflight service taskforce to test feasibility in service changes
* Manage the Hospitality Team members to enhance the inflight customer experience
* Work closely with different stakeholders for various service enhancement and service development projects for all cabins
* Approve and provide input into training design and material
Requirements
* University degree holder with at least 3 years relevant work experience in airline industry.
* Knowledge on data analytics with strong analytical ability
* Action oriented and receptive to change
* In-depth understanding of current service and safety procedures.
* Strong stakeholder management and project management skills
* Experience as a crew member or a crew background is a distinct advantage.
Application deadline: 16 June 2019
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
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