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If you would like to pursue a career with ample training and development opportunities, then look no further than Hong Kong Airlines. We provide professional training and career development opportunities for those who are prepared to grow with an energetic company. Due to rapid expansion, we are looking for high caliber candidates to join our professional team. Deputy General Manager, Service Management Centre
Develop and oversee the strategic framework for service quality management, ensuring alignment with Hong Kong Airlines’ brand positioning and corporate strategy. Lead the execution of company-wide service improvement initiatives, including the Skytrax 5-Star Airline Service Enhancement Action Plan. Act as the key liaison for the airline’s Operations and Service Management Committee, coordinating cross-departmental efforts to achieve service excellence. Guide the team in conducting comprehensive research, competitor benchmarking, and analysis of global aviation trends to shape the company’s service quality goals. Oversee the development and periodic revision of the Service Quality Management Manual and ensure its effective implementation across operational departments. Drive the establishment of a robust service quality management system and ensure consistency in service standards across all touch-points. Support the development and execution of service branding initiatives to enhance Hong Kong Airlines’ reputation in the industry. Oversee the implementation of service quality monitoring processes, including inspections, audits, and evaluations. Assign tasks and oversee the Service Planning & Standards Group's and Service Supervision Group's activities. Requirements Bachelor’s degree or above in Business Administration, Aviation Management, Hospitality, or related fields. Minimum 10 years of experience in the aviation or hospitality industry, with at least 5 years in a leadership role. Proven experience in airline operations (ground services and/or cabin services preferred) and service quality improvement. Hands-on experience in managing large-scale service enhancement projects and cross-functional teams. Familiarity with customer satisfaction evaluation methodologies and complaint analysis tools. Strong verbal and written communication skills, with the ability to present findings and recommendations effectively in both Chinese/Mandarin and English. Advertised:
06 Dec 2024 Applications close:
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