Responsibilities

• Assist in formulating the company’s service quality management strategies and objectives based on research, competitor analysis, aviation trends, brand positioning, and company strategy.
• Support the development of initiatives to enhance Hong Kong Airlines’ service brand.
• Assist in establishing and improving the company’s service quality management system.
• Ensure the effective communication and implementation of service quality standards and requirements across operational departments.
• Conduct comprehensive research on industry trends, competitor practices, and passenger expectations to support service planning and improvements.
• Analyze internal and external data to identify opportunities for service enhancement.
• Coordinate the execution of company-level service quality enhancement projects, including the Five-Star Airline Enhancement Action Plan.
• Monitor the progress of projects and ensure they are completed on time and meet quality standards.
• Prepare reports, presentations, and other documentation to track progress, highlight findings, and provide updates to the Manager and other stakeholders.

Requirements

• Bachelor’s degree in Business Administration, Aviation Management, Quality Management, Hospitality, or related field.
• Minimum of 5 years of experience in service quality management, airline operations (ground services and/or cabin services preferred), or customer experience roles.
• Proven experience in audits, performance evaluation, and implementing service improvement initiatives, preferably within the aviation or hospitality industry.
• Strong verbal and written communication skills, with the ability to present findings and recommendations effectively in both Chinese/Mandarin and English.                                       
• Proficient in gathering and analyzing data to support decision-making.                                   
• Ability to effectively collaborate with cross-departmental teams to implement service initiatives.
• Strong ability to manage multiple tasks, projects, and deadlines.