Responsibilities

• 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 bench-marking, 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.