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 c…
