Job Description

Role Introduction

Reports to: Assistant Manager Cabin Crew Service Excellence 

The job holder will support the Cabin Crew Service Excellence Manager (CCSEM) and the team to deliver ISD strategy and continuous performance improvement. He/she will also support the data and analysis of performance, development and engagement of cabin crew.

Key Responsibilities

• Supports the team to engage in high quality discussions with cabin crew on performance and success measures. Ensure cabin crew are receiving feedback and coaching where needed
• Ensure cabin crew performance measures are completed and any appeals
  are resolved
• Work with the team to implement performance improvement measures and on board support where needed
• Prepare recognition and rewards for cabin crew as assigned
• Assist in investigations, appeals, disciplinary discussions and execute
  resolutions where necessary
• Assist cabin crew well-being and support on leave and attendance matter
• Counsel cabin crew to reinforce the required standard of performance
• Assist in planning and organising activities in support of relationship, engagement and performance development of cabin crew

Cabin Crew Performance Analysis and Insights

• Prepare detailed reports and analysis to Managers on cabin crew performance
• Analyse cabin crew performance and customer data and develop insights and identify
  opportunities for improvement
• Track and monitor engagement rates, cabin crew success measures and identify opportunities/areas for development, training, etc

People and Process

• Assist in the recruitment, on boarding and development of Cabin Crew Service Excellence Lead Representatives (CCSELR)
• Facilitate training for CCSELR in setting performance standards and providing
  constructive feedback and coaching sessions
• Assist the team in the manpower planning for on ground line and on board activities

Continuous Improvement

• Work with Cabin Crew Management to test, design and conduct internal
  development programs/training as appropriate for CCSELR and cabin crew

Line and Operations Support

• Support day to day line activities, disruption and E&A

Requirements

• University degree holder with at least 3 years relevant work experience in airline or hospitality industry
• Excellent teamwork, good self-motivation and ability to challenge status quo and implement change.
• Sound knowledge of cabin crew operational environment and standards, including safety, service etc
• Good analytical, planning and organisational skills and ability to work
  independently and manage stress.
• Computer literacy e.g. Excel, PowerPoint, MS Word
• Good communication and interpersonal skills with excellent command of written and spoken English

Personal & Application Information

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.

Skills Required

• Communication
• Microsoft Office
• Microsoft Excel