Duty Airport Manager

Company Description

Let your passion fly!

We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart.

All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

Role Introduction

The Duty Airport Manager is responsible for leading and coordinating airport operations during the assigned operational shift, ensuring safe, efficient and compliant service delivery in accordance with established safety, security and quality standards. The role provides operational leadership to the airport team and suppliers on duty, manages operational issues and disruptions, and supports the Airport Manager in delivering station and Airport Service Delivery priorities.

Safety

• Promote a proactive safety culture during the assigned shift, supporting compliance with established safety, security and quality standards.
• Support the Airport Manager and teams in implementing approved safety and quality programmes at station level.
• Execute corporate safety, security and quality policies during shift to ensure compliance by employees and suppliers.
• Support local airport management in identifying, assessing and escalating personal, safety and security risks.
• Act as the Airline's Operational Duty Holder (ODH) delegate at the airport, adhering to the risk escalation process to the Functional Duty Holder (GM ASD).

Operational Excellence

• Implement Airport Service Delivery priorities in daily shift operations.
• Support continuous improvement in operational performance by providing feedback and implementing agreed actions.
• Act as the operational escalation point for airport team and suppliers on duty.
• Conduct quality control checks on station and supplier performance to ensure compliance with standards.
• Monitor operational and supplier performance and report observations, issues and improvement opportunities to the Airport Manager.
• Contribute to post-disruption reviews and implementation of agreed improvement actions.
• Lead and coordinate operations during the assigned shift within established policies, procedures and delegated authority.
• Perform other duties as assigned.

Customer Excellence

• Uphold Cathay's customer service standards during the shift, supporting a seamless and premium customer experience.
• Support delivery of approved customer experience initiatives.
• Support adoption of approved new technologies in customer service delivery.
• Ensure airport lounge operations are delivered to the highest service standards with a strong customer centric focus.
• Recognise and engage high value customers, fostering loyalty and long-term emotional connection to the brand.

Team (Including Suppliers)

• Lead, support and coordinate airport team and suppliers on duty to deliver operational and customer excellence.
• Strengthen communication and understanding of departmental objectives and priorities.
• Supervise, coach and mentor team members, promoting communication, collaboration and accountability.
• Monitor supplier performance and provide feedback to support performance reviews.
• Implement agreed action plans efficiently, maintaining documentation and tracking progress to closure.
• Manage productivity and support effective resource deployment, including rostering when required.
• Identify operational efficiency opportunities and report cost or revenue-related observations to the Airport Manager.
• Support station administration activities and provide input on budget related matters where required.
• Act as the local functional representative, coordinating assigned matters as required.

Crisis Management

• Coordinate teams and suppliers during Emergencies and Accidents (E&A), Irregular Operations (IROPs) and other contingencies, escalating and reporting as required.
• Support readiness activities, exercises, reviews and updates to contingency plans and manual fallback procedures.

Represent Cathay Interests in the Airport Community

• Support the Airport Manager in maintaining effective relationships with authorities, suppliers, service providers, oneworld partners and other airlines.
• Support or attend operational forums as assigned by the Airport Manager, providing operational updates and feedback on the shift.

Academic qualifications

• A Diploma qualification in an airport or service-related discipline is desirable

Knowledge, skills, training and experience

• Excellent command of written and spoken English is mandatory with the local
  language being an advantage
• At least three years’ airport operational and customer handling experience
• At least one years’ recent experience in a supervisory / management capacity with
  demonstrable ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome
• Superior independent working capabilities with strong decision-making skills
• Self-motivated and committed leader who enjoys teamwork
• Strong customer service mentality with superior interpersonal skills
• Full technical knowledge and capability (multi-skilled) to competently perform each airport job function
• Thorough understanding of company policies and international regulatory procedures and all required local regulatory matters
• Broad understanding of the mode of operation of the Company, Oneworld partner carriers and other airlines
• Understanding of relevant international regulatory safety, industry and operational requirements and trends
• Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations
• Adapts to and embraces constant change

Benefits

Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.

Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.

Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

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.

Only applications from candidates with a cover letter and the right to work in Singapore without restrictions or sponsorship will be considered.