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8 months ago
Cathay Pacific
Location: China
Job type: Permanent
Sector: HR & Recruitment
Category: Supervisors Jobs

1. All China based positions are subject to local terms and conditions.

2. Applicants must have the right to live and work in Mainland China. We are unable to assist applicants with visa or work permit applications.

3. Once employment is confirmed, the employment contract and personnel file will be arranged through local FASCO.

Department: Airport Services

Reports To: Airport-in-Charge

Location: Nanning / China


Oversee and supervise suppliers’ day-to-day assigned functions to ensure that overall operations run smoothly and efficiently conforming to safety and security requirements.

Deliver the best possible operation and the airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Key Responsibilities:

Safety First, Quality Always

* Rigorously execute corporate safety, security and quality policies to ensure the station, staff and suppliers are fully compliant with all regulatory requirements and quality standards

* Achieve absolute operational integrity, with zero safety defects and security infringements

* Support the Airport Services Manager to identify and mitigate personal, safety and security risks in the airport environment for our customers and in the workplace for staff (suppliers included)

Operational Excellence

* Manage the shift’s team to achieve operational excellence, being on time and error free

* Support the Airport Services Manager to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operations

* Continuously drive improvement in operational performance, effectiveness and productivity

* Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers

* Conduct thorough flight briefing to the team as required

* Willing to take up extra responsibilities (e.g. projects) and work shift duties

* Undertake any other reasonable task as requested

Outstanding Product and Services

* Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points

* Support and ensure the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact

* Ensure people and team are up-to-date with the latest product knowledge

* Proactively support the use of new technologies in the customer services

* Confer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers (front-end and elite MPO)

Crisis Management Capability and Preparedness

* Proactively prevent and manage flight disruptions and irregularities

* Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools

Staff Development and Performance Management

* Lead, support and encourage own team to achieve success

* Build a strong and motivated team by promoting team spirit and facilitate teamwork

* Supervise and mentor direct reports, encouraging effective collaboration

* Develop employees with high potential and identify learning opportunities to ensure appropriate training and development

* Maintain active and ongoing dialogue in relation to employee goals and performance

* Actively engage with employees to enhance communication and their understanding of department goals

* Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values

* Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise of Life Well Travelled

Supplier Management

* Assist in monitoring and provide feedbacks to suppliers

* Support the Airport Services Manager to implement any action plan in an efficient manner and keep track of progress with documented records

Cost Efficiency and Productivity

* Manage daily productivity and flexibility in resource deployment

* Support the Airport Services Manager to drive down costs and seek new revenue opportunities

* As a local functional representative responding and co-ordinating on appointed matters

Represent CX/KA interests in the Airport Community

* Support the Airport Services Manager to develop external airport relationships in the best interests of the Company – authorities, suppliers and service providers, oneworld partners, and other airlines

* Ensure competition compliance involvement in airport-related industry affairs

* Protect and advance the Company’s reputation


* University / College degree;

* Fluency in verbal and written English and the local language is an advantage

* 3 years airport operational / customer handling experience

* 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

* Thorough understanding of company policies and procedures and required local and international regulatory procedures

* Broad understanding of the mode of operation of the Company, oneworld partner carriers and other airlines

* Understand all international regulatory safety, industry and operational requirements and trends

* Ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome

* 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

* PRC national register or holding PRC ID card


- Analysis and problem sloving

- Customer focus

- Continuous improvement and innovation

- Interpersonal effectiveness

- Leading and engaging teams

- Developing and recognizing others

Cathay Dragon 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.

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