Job Description

You are expected to assist Guest Services Manager (Passenger Services) (GSM(PS)) to develop and establish standards, procedures and training on ground operations, including Passenger & Baggage Services, and to ensure all ground operations activities are conducted according to the Company’s Standard Operating Procedure to achieve the highest level of Quality, Safety and Security.

Key Responsibilities

• Assist GSM(PS) to develop and maintain Passenger & Baggage Services, related policy and procedures, training materials and upkeep the training records to ensure compliance with company standards, IOSA and, regulatory requirements
  
• Coordinate with all stakeholders including commercial and operations team for new product and service roll out
• Ensure all policies, procedures and standards relating to Passenger and Baggage handling are in compliance with airport, regulatory, corporate quality, safety and security requirements
• Responsible for the implementation of the changes and ensure that the policies are outlined in our Standard Operating Procedures (SOP)
• Deliver Passenger and Baggage Services training to internal and external staff when required
• Prepare data and presentation material for management review
• Monitor industrial Passenger and Baggage services trend including new policy and procedure, regulation, service level, to establish strategic long-term planning to enhance passenger experience and regulatory compliance
• Identify potential hazard, safety, and security threats and report to headquarter timely and carry out follow up action for risk mitigation
• Comply with all applicable laws, regulations, requirements, standards, and procedures of the Company in all locations where operations are conducted
• Perform duties as assigned by supervisor when necessary

Requirements

• Hong Kong permanent resident status
• Tertiary education or above in any discipline
• A minimum of 5 years aviation or airline experience, including 2 years in supervisory level
• Knowledge of all aspects of Ground Operations
• Knowledge of IOSA requirements would be an advantage
• Excellent command of English & Chinese (Putonghua is a plus)
• Advance knowledge in Microsoft Office
• Excellent customer service mindset
• Able to perform roster duty as assigned from time to time
• Able to travel overseas extensively, as and when required