About the role
Role Introduction Reports to: Manager On Duty As the Service Excellence Lead, embodying our core brand value proposition centred on service excellence is essential for establishing ourselves as a top global service brand. The Service Excellence Lead at the airport plays a vital role in showcasing our brand values of 'Thoughtful', 'Progressive', and 'Can-do Spirit' to customers, ensuring memorable moments of truth by truly understanding their needs and expectations. Key Responsibilities Coordinate activities among customers, ground handling agents, and service providers to uphold safety and security standards while adhering to established procedures Take charge of overseeing service delivery and recovery operations at landside or airside locations Manage disruptions and crises effectively Ensure the delivery of efficient and reliable services to customers Demonstrate service excellence, lead and support Customer Services Officer (CSO), supervise their performance, and conduct regular assessments and goal-setting Support Manager on Duty in daily operations Empower Customer Services Officer (CSO) to deliver intuitive service, offer optimal customer solutions, and conduct regular briefings for team alignment and service standard adherence Provide on-the-job training and development opportunities for Customer Services Officer (CSO) Requirements Right to work in Hong Kong Minimum age of 18 Good command of spoken English Minimum 3 years of experience in airport operations or relevant experience; prior experience in Coaching, Flight Control Team or Premium Services Team is an advantage Customer service-oriented attitude and good communication skills Strong interpersonal skills with flair in delivering service excellence Strong problem solving, decision making and organising skills Strong leadership and people management capabilities with solid supervisory experience As this is a Safety Sensitive Role, appointment is subject to passing a pre-employment drug test in accordance with HKCAD Guidance for Screening of Psychoactive Substances (CAD373) Benefits Being part of a world-class service brand to be proud of World-class training and a structured career progression path…
