Roles

• Take charge of the various work areas in Passenger Services operations 
• Broad daily duties include:  
• Oversee flight handling for airlines 
• Ensure close liaison with Manager Passenger Services on all matters pertaining to operations 
• Attend to investigations required and complaints raised by the airlines or their passengers 

Accountability

• Handling of airlines to ensure client satisfaction 
• Attend Airline meetings to resolve issues or complaints 
• Follow up with airlines and passengers on incidents to provide solutions and service recovery if necessary 
• Review work procedures and implementation of solutions to improve service 
• Monitoring of SLAs and agreed service standards to ensure compliance and achievement of such standards 
• Attend to passengers who require special assistance 
• Oversee special handling requirements (MAAS, VIP etc.) to ensure smooth handling 
• Lead and motivate operational staff to carry out their duties according to the requirements of  the airlines 
• Carry out investigations relating to discrepancies, lapses and errors 
• Brief all staff on new instructions and requirements 
• Ensure that all staff complies with company regulations and maintain overall discipline 
• Plan and monitor staff deployment to ensure smooth operations 
• Monitor staff performance 
• Monitor training and services standard 
• Provide a safe and secure operations for our customers and staff  
• Carry out any other duties as required and directed by the Company 
• Assist in ad hoc projects and companywide events as assigned by the management 

Capabilities & Experience  

• 8 years of passenger handling experience and at least 2 years in supervisory level 
• Knowledge of PC and airline DCS 
• Fluent English, Cantonese and Mandarin  
• Understanding of passenger handling’s environment, procedures and processes 
• Highly-motivated, customer-focused, independent and able to work under pressure  
• Good teamwork, interpersonal and  customer-relations skills 
• Strong planning capability 
• Shift duties required 
• Good knowledge of all aspects related to passenger services 
• Effective communication and negotiation skills 
• Strong planning, analytical and decision-making skills 
• Ability to multi-task, lead and manage in high pressure and time critical environment 
• High integrity, results oriented, and creative 
• IT and systems literacy

Interested personnel please send your cover letter and resume with present & expected salary and available date by clicking Apply Now.

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