Inflight Excellence Specialist – Service Excellence Enablement Project (SEEP)

Role Introduction

Reports to: Service Excellence Enablement Project Manager

As the Service Excellence Enablement Project (SEEP) Inflight Excellence Specialist under the Inflight Service Delivery team, you will be responsible for supporting the team to appraise and provide feedback to Senior Pursers and Inflight Service Managers at the Inflight Appraisal vehicle. You will also be responsible for contributing Inflight Service Delivery Department strategy delivery and continuous improvements; as well as supporting the overall administration of the Inflight Appraisal programme.

This is an excellent opportunity to make a real impact on our inflight service delivery department. By driving efficiencies and making continuous improvements, you will contribute directly to the optimizing of the services delivered to the customers.

Key Responsibilities

• Perform Inflight Appraisals of Senior Pursers and Inflight Service Managers on a weekly basis and act as lead appraisers to work with Service Excellence Enablement Project (SEEP) to set the overall standards and ensure alignment and fairness in Appraisal Flights
• Ensure all ranks are given fair and reasonable appraisals and that feedback is specific, constructive and useful for future development
• Manage and monitor Appraiser swap requests; and maintain valid Certificate of Competency (COC) and any other relevant licenses required to wear cabin crew uniform and travel in crew seat
• Prepare detailed reports and analyse crew performance and customer data and develop insights and identify opportunities for improvement, and follow up on appraisal flights where necessary
• Assist in briefing and onboarding the Senior Pursers and Inflight Service Managers Appraisers
• Assist the Service Excellence Enablement Project Manager in the resource planning for appraisal flights
• Co-ordinate with Inflight Service Department, Flight Operations and Operations Planning to ensure smooth delivery of appraisal flights each month
• Work with management to test, design and conduct internal development programs or training as appropriate for primarily Inflight Appraisal and secondarily other components in the Service Excellence Enablement Project
• Review Inflight Appraisal programme and provide recommendations for enhancements to support department objectives and crew development
• Support day-to-day activities on the Admin Portal, and disruption and Emergency and Accident (E&A)

Requirements

• Substantial experience working as an Inflight Service Manager in the airline industry with a consistently exceptional performance record
• Holder of all relevant cabin crew licenses to wear uniform and travel in crew seat
• Excellent teamwork, good self-motivation and ability to challenge the status quo and implement change
• Superb leadership and coaching skills
• Exceptional knowledge of cabin crew operational environment and culture and ability to elicit respect from cabin crew community
• Good communication and interpersonal skills with high standard of written and spoken English
• Intermediate computer literacy e.g. Excel, MS Word and PowerPoint
• Good analytical, planning and organizational skills and ability to work independently and manage stress
• Completed tertiary education or above

Personal & Application Information

Cathay Pacific 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.