Role Introduction
Reports to: Service Excellence Enablement Project Manager
To support the Service Excellence Enablement Project (SEEP) team to appraise and provide feedback to Senior Pursers and Inflight Service Managers at the Inflight Appraisal vehicle, to contribute to Inflight Service Delivery (ISD) strategy delivery and continuously improvements.
To support the overall administration of the Inflight Appraisal programme and SEEP
Key Responsibilities
Inflight Appraisals for SPs and ISMs
- On a weekly basis, perform multiple Inflight Appraisal of ISM/SP rank crew onboard our aircraft by acting as Inflight Appraisers for ISM/SP ranks.
- Act as lead appraisers, working with SEEP and SET to set the overall standards for ISM/SP appraisals and ensuring alignment and fairness in Appraisal Flights.
- Ensure all ranks under inflight appraisal are given fair and reasonable appraisals and that feedback is specific, constructive and useful for future development.
- Manage and monitor Appraiser swap requests
- Maintain valid Certificate of Competency (COC) and any other relevant licenses required to wear cabin crew uniform and travel in crew seat.
Crew Performance Analysis and Insights
- Prepare detailed reports and analysis to Service Excellence Team on crew performance onboard
- Analyse crew performance and customer data and develop insights and identify opportunities for improvement, and follow up on appraisal flights where necessary
People and Process
- Assist in briefing and on-boarding the ISM/SP Appraisers
- Assist the Service Excellence Enablement Project Manager in the resource planning for appraisal flights.
- Co-ordinate with ISD, Flight Operations and Operations Planning to ensure smooth delivery of appraisal flights each month.
Continuous Improvement
- Work with management to test, design and conduct internal development programs / training as appropriate for primarily Inflight Appraisal and secondarily other components in SEEP.
- Review Inflight Appraisal programme and provide recommendations for enhancements to support department objectives and crew development.
SEEP Support
- Support day to day activities on Admin Portal
- Support disruption and Emergency and Accident (E&A)
Requirements
Experience
- Substantial experiences working as an Inflight Service Manager in the airline industry with consistently exceptional performance record
- Holder of all relevant cabin crew licenses to wear uniform and travel in crew seat
Skills
- Excellent teamwork, good self-motivation and ability to challenge status quo and
implement change. - Superb leadership and coaching skills.
- 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.
Knowledge
- Tertiary education.
- Good command of spoken and written English
- Exceptional knowledge of cabin crew operational environment and culture.
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.
