Todays Jobs
Job Role
Job Types
Sector
Aircraft type
Inflight Customer Service Delivery Manager
Department: Inflight Service Delivery
Reports to: Head of Inflight Customer Service
This person in this role will be the conduit between the Customer Experience teams and the Inflight Service Delivery team. He/she will be involved and engaged in new product developments, service improvements, and determining how to integrate such operations into cabin crew SOPs. He/she will liaise with all areas of the cabin crew team to ensure that operational standards are in place to deliver customer service experiences as they were intended and designed.
This position works closely with the inflight operations technical team for service flow development for new aircraft type, as well as working with service enablement team to improvement our current service.
Key Responsibilities
* Work closely with Customer Experience Department, offer input for the design of inflight experience and providing relevant feedback to customer stream
* Design and develop inflight service standards and procedures of new initiatives for cabin crew to ensure they can deliver the service consistently in all classes and to support brand promise that differentiate Cathay Pacific (CX) & Cathay Dragon (KA) from other airlines and give us a competitive edge
* Review inflight service propositions constantly and to initiate service enhancement projects through working with various sections in order to close any service delivery gap for continuous improvement on service procedures, methods and skills for all aircraft types, routes and classes of services
* Oversee the design and development of inflight service manual, service matrix and service plan and to ensure all materials, not limiting to those mentioned but also including all written service correspondences are complete, accurate, clear, up-to-date, easy to understand and aligned with corporate direction and brand promise
* Ensure all written service procedures and corresponding methods, skills, tray and trolley diagrams are effective, clear and easy to understand
* Oversee and establish engagement with various cabin crew volunteer / consultation groups, such as Service Review Project Team, CX Premium Service Ambassadors, CX Economy Service Ambassadors, and KA Excellent Service Ambassadors who will assist in identifying areas that require attention to close the gap and offer feedback / proposals on ways to further enhance inflight service delivery
* Oversee the corporate Grooming and Uniform policies are updated and accurate for cabin crew and ensure the uniform and grooming standards are maintained
* Oversee the daily operation of the Uniform Services at both CX and KA, and ensure the uniform inventory, distribution and replacement process are operated at its optimal level
* Ensure oneworld policy and delivery requirements are translated into procedures for cabin crew and that all reference and manuals are up to date
* Oversee mockup and inflight trial pertaining to service standards to ensure service procedures, methods and skills are effectively implemented and meeting customers’ satisfaction
Requirements
* University degree holder with at least 10 years of relevant work experience in the airline industry
* Good understanding of cabin crew culture with solid experience in inflight service delivery
* Open-minded and possess a customer-centric mindset
* Strong emphasis on teamwork and collaboration
* Strong project management skills and the ability to influence others with strong communication skills
* Ability to enable change mindset and a pragmatic problem solver with flexible thinking
* Receptive and responsive to feedback
* Cabin Crew experience is a distinct advantage
Application deadline: 3 October 2017
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.
Apply for this job