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Passenger Services

Senior Passenger Operations Manager

Responsibilities:

  • Take charge of the various work areas in Passenger Services operations and broad daily duties included but not limited to oversee flight handling for airlines
  • Ensure close liaison with Manager Passenger Services on all matters pertaining to operations and attend to investigations required and complaints raised by the airlines or their passengers
  • Attend regular handling review meetings with Customer Airlines and Authorities to review and improve handling performance
  • Exercise management control on staff and office discipline
  • Project and plan manpower and resources requirements based on operational changes and forecasted traffic volume
  • Manage staff resources effectively through multi-tasking staff based on individual’s strength and optimizing their productivity
  • Develop and work on initiatives to improve service products and features
  • Coordinate and communicate with other departments for better operations efficiency
  • Prepare management report for senior management decision
  • Any ad-hoc projects as assigned by the management

Requirements: 

  • Degree holder in Aviation, Tourism or related field
  • Minimum 8 years’ experience in the passenger handling
  • Proven record of managerial experience
  • Strong interpersonal and communication skills
  • Strong teamwork skills
  • High understanding of passenger environment, procedures and processes
  • Strong anticipation and planning
  • Networking at all levels
  • Expertise in crisis management
  • Strong in identifying best practices and processes
  • Familiar various airline trainings
  • Knowledge of PC and airline Department Control System
  • Immediately availability would be a definite advantage

Benefits:

  • 17 Public Holidays
  • Discount/ Free Flight Tickets (Employee & Dependent)
  • Quarter Incentive
  • Annual Discretionary Bonus
  • Medical & Dental Insurance (Employee & Dependent)
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon


Applications:
We offer attractive remuneration package to the right candidate. Interested personnel please send your cover letter and resume with present & expected salary and available date by Clicking "Apply Now".

Personal data collected will be used for recruitment purpose only.  Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 6 months.

Customer Services Duty Manager

Responsibilities:

  • Handling of airlines to ensure client satisfaction, include attending 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. 
  • Take charge of assigned areas of work in operations.  
  • Lead and motivate operational staff to carry out their duties according to the requirements of the airlines. 
  • Monitor staff performance. 
  • 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. 
  • Oversee special handling requirements (MAAS, VIP etc.) to ensure smooth handling.   
  • Attend to passengers who require special assistance. 
  • To monitor training and services standard. 
  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty.  
  • Take reasonable care of the health and safety of self and of others. 
  • Assist in ad hoc projects and companywide events as assigned by the management 

Requirements: 

  • Minimum 5 years of passenger handling experience and at least 3 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 

Benefits:

  • 17 Public Holidays
  • Discount/ Free Flight Tickets (Employee & Dependent)
  • Quarter Incentive
  • Annual Discretionary Bonus
  • Medical & Dental Insurance (Employee & Dependent)
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon


Applications:
We offer attractive remuneration package to the right candidate. Interested personnel please send your cover letter and resume with present & expected salary and available date by Clicking "Apply Now".Personal data collected will be used for recruitment purpose only.  Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 6 months.

Customer Services Supervisor

Job Description

CSS.JPG

Responsibilities: 

  • Responsible for the operation of Passenger Services Department on the day-to-day basis
  • To lead a strong team for customer services, maximize manpower utilization and productivity
  • Develop and implement all necessary operational, safety and administrative policies and procedures together with the management team
  • To maintain good working relationships with the authorities, regulatory bodies and business partners
  • Together with Customer Services Manager, make available and execute the Emergency Response Plan with the Airport Authority and the customers when required during crisis and irregular operations
  • Identify the strengths and weaknesses of Passenger Services Dept. and propose improvements accordingly
  • To assist in the training of staff
  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty
  • Take reasonable care of the health and safety of self and of others
  • Carry out any other duties as required and directed by the Company.

Requirements:

  • Minimum 4-5 years work experience in passenger handling
  • Knowledge of PC and airline DCS 
  • Fluent English, Cantonese and Mandarin
  • High understanding of passenger service environment, procedures and processes 
  • Initiative, customer-focused, independent and able to work under pressure
  • Good teamwork, interpersonal and customer-relations skills
  • Strong anticipation and planning
  • Shift duties required
  • Candidates with less work experience will be considered as Senior CSO.

We offer competitive remuneration and benefits package, including:

  • 17 Public Holidays
  • Discount/Free Flight Tickets (Employee & Dependent)
  • Medical & Dental Insurance (Employee & Dependent)
  • No underwriting of medical scheme for retired staff
  • Quarterly Incentive
  • Discretionary Bonus
  • Referral Bonus
  • Attractive Annual Leave
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon
  • Overtime Payment
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Internal Transfer Opportunity
  • Corporate Credit Card Scheme
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training 

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

 

Training & Development Supervisor (Passenger Services)

Job Purpose
  • To manage all aspects of passenger services department training and development to ensure the higher standards in each area within a tight budget
Responsibilities

  • To work closely with Training & Development Manager to manage all training & development aspects of passenger services department
  • To devise, manage and deliver all training programs to ensure that SATS HK is a market leader in people development
  • To develop a robust training programme and assess all new staff following induction courses.
  • Devise all PSD training courses and produce each in booklet format
  • Deliver customer services training programme
  • Attend as required, external / internal courses for development purposes
  • Organize on the job training programme for new staff (mentor-shadow training programme )
  • Continuously assess new and existing staff members for appraisal purposes
  • Assist with appraisals for PSD staff
  • Develop ad-hoc training as and when required
  • Develop and deliver training for newly promoted staff
  • Assess staff suitability for promotion
  • Keep abreast with industry changes and challenges and deliver appropriate training
  • Coach and develop all levels of PSD staff
  • Maintain current training record
  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty.
  • Take reasonable care of the health and safety of self and of others.
  • Carry out any other duties as required and directed by the Company.
Requirements
  • At least 6 years’ experience in passenger handling
  • Knowledge of PC and airline DCS is preferred
  • High understanding of passenger / ramp environment, procedures and processes
  • Good time management and ability to priorities multiple tasks
  • Initiative, customer-focused, independent and able to work under pressure
  • Good teamwork, interpersonal and customer-relations skills
  • Act and respond to critical/emergency situations
  • Strong anticipation and planning ability
Benefits
  • 5-day work week
  • Public holidays
  • Medical insurance and dental benefits
  • Staff travel privilege
  • Exciting working environment within Hong Kong International Airport

Customer Services Officer (Basic Salary: $13K+)

Job Description

CSO.JPG


Responsibilities: 
  • Perform ground handling services, including check-in, boarding gate, arrival, lost & found and ticketing services duties
  • Meet and assist passengers on departure and arrival
Requirements:
  • HKCEE or HKDSE or above (with passed in English and Chinese language) or equivalent
  • Good command of spoken English, Cantonese and Mandarin
  • Good Customer serving manner and communication skills
  • Shift duties required
  • Candidates with related work experience will be considered as CSO2 / Senior CSO

We offer competitive remuneration and benefits package, including:

  • 17 Public Holidays
  • Discount/Free Flight Tickets (Employee & Dependent)
  • Medical & Dental Insurance (Employee & Dependent)
  • No underwriting of medical scheme for retired staff
  • Quarterly Incentive
  • Discretionary Bonus
  • Referral Bonus
  • Attractive Annual Leave
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon
  • Overtime Payment
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Internal Transfer Opportunity
  • Corporate Credit Card Scheme
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training 
  • Promising career path for further development

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

 

Senior Customer Services Officer

Job Description

SCSO.JPG

Responsibilities: 

  • Responsible for the operation of Passenger Services Department on the day-to-day basis
  • Lead a team of CSO2/CSO1 to handle departure and arrival flights and be responsible for the performance and conduct of the team
  • Brief the team of staff assigned to handle the flight on any special instructions issued for the flight and distributes the duties amongst them
  • Conduct pre-flight briefing and ensure that the team is conversant with the standing regulations and procedures
  • Assist and guide CSO2/CSO1 when facing difficulty in handling passengers
  • Coordinate boarding control; retrieval of excessive hand baggage, and regulate passenger flow to aircraft
  • Sort out discrepancies and last minute requests at the counter and gate (e.g. duplicate check in, immigration cases, seat duplication, missing passengers, upgrading and seat changes etc.)
  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty
  • Take reasonable care of the health and safety of self and of others
  • Carry out any other duties as required and directed by the Company

Requirements:

  • Minimum 1.5 years’ experience in the passenger handling
  • Knowledge of PC and airline DCS
  • Fluent English, Cantonese and Mandarin
  • High understanding of passenger environment, procedures and processes
  • Initiative, customer-focused, independent and able to work under pressure
  • Detailed Knowledge of regulatory requirements
  • Good teamwork, interpersonal and customer-relations skills
  • Shift duties required

We offer competitive remuneration and benefits package, including:

  • 17 Public Holidays
  • Discount/Free Flight Tickets (Employee & Dependent)
  • Medical & Dental Insurance (Employee & Dependent)
  • No underwriting of medical scheme for retired staff
  • Quarterly Incentive
  • Discretionary Bonus
  • Referral Bonus
  • Attractive Annual Leave
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon
  • Overtime Payment
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Internal Transfer Opportunity
  • Corporate Credit Card Scheme
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training 

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

 

Customer Services Intern (3-month contract)

Responsibilities:

  • Perform ground handling services, including check-in, boarding gate, arrival, lost & found and ticketing services duties
  • Meet and assist passengers on departure and arrival

Requirements:

  • HKCEE or HKDSE or above (with passed in English and Chinese language) or equivalent
  • Good command of spoken English, Cantonese and Mandarin
  • Good Customer serving manner and communication skills 
  • 5-day work week; shift duties required
  • Candidates with no relevant working experience will also be considered

 What We Offer:

  • Overtime Payment
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training

Applications:
We offer attractive remuneration package to the right candidate. Interested personnel please send your cover letter and resume with present & expected salary and available date by Clicking "Apply Now".

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

Customer Services Supervisor (Rostering)

Responsibilities:

  • Assisting Customer Services Managers to ensure smooth daily operations in Resources Planning Team of Passenger Services Department;
  • Responsible to finalize +2 day Roster and do necessary change;
  • Amend roster when there is ad hoc training needs;
  • Prepare and adjust roster standard pattern by latest flight schedule provided by airlines in regular interval;
  • Prepare bi-annual staff leave application exercise;
  • Update staff’s leave record;
  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty;
  • Carry out any other duties as required and directed by the Company

Requirements:

  • Form 5 graduate or above with at least 5 subjects passed in HKCEE or minimum Level 2 in 5 HKDSE New Senior Secondary Subjects (including English and Chinese language) or equivalent;
  • Minimum 2-3 years of airport handling experience;
  • Knowledge of airline DCS is preferable;
  • Good attitude and manners to co-workers and customers;
  • Initiative, well-organized, independent and able to work under pressure;
  • Proficient in computer skills including Excel;
  • Good command of spoken and written English, Cantonese and Mandarin is required;
  • Shift duties required including overnight;
  • Immediate available is preferred

We offer competitive remuneration and benefits package, including:

  • 17 Public Holidays
  • Discount/Free Flight Tickets (Employee & Dependent)
  • Medical & Dental Insurance (Employee & Dependent)
  • No underwriting of medical scheme for retired staff
  • Quarterly Incentive
  • Discretionary Bonus
  • Referral Bonus
  • Attractive Annual Leave
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon
  • Overtime Payment
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Internal Transfer Opportunity
  • Corporate Credit Card Scheme
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training 

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

 

Training and Development Supervisor (Passenger Services)

Job Description

SCSO.JPG

Responsibilities:  

Operational

  • To work closely with Training & Development Manager to manage all training & development aspects of passenger services department
  • To devise, manage and deliver all training programs to ensure that SATS HK is a market leader in people development
  • To develop a robust training programme and assess all new staff following induction courses.
  • Devise all PSD training courses and produce each in booklet format
  • Deliver Airline Product Knowledge Training, DCS training and airport familiarization tour
  • Deliver Customer Services Training Programme
  • Attend as required, external / internal courses for development purposes
  • Organize on the job training programme for new staff (mentor-shadow training programme)
  • Continuously assess new and existing staff members for appraisal purposes
  • Assist with appraisals for PSD staff
  • Develop and deliver training for newly promoted staff
  • Assess staff suitability for promotion
  • Keep abreast with industry changes and challenges and deliver appropriate training
  • Maintain current training records
  • Develop ad-hoc training as and when required

Management & Leadership

  • Brief all staff on new instructions and requirements
  • Coach and develop all levels of PSD staff
  • Monitor staff performance
  • Monitor training and services standard

Operational Safety

  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty.
  • Take reasonable care of the health and safety of self and of others.
  • Other Accountabilities Ad-hoc projects as assigned by the management.

Requirements:Qualifications:

  • Diploma or Associate Degree or equivalent
  • Minimum 6 years’ experience in passenger handling

Job Specific Skills:

  • Knowledge of PC and airline DCS
  • Certificate related DG handling preferred.
  • Fluent English, Cantonese and Mandarin
  • Good time management and ability to priorities multiple tasks
  • Understanding of passenger handling’s environment, procedures and processes
  • Good leadership and teaching skills
  • Experienced in delivering different types of product knowledge and soft skills trainings
  • Highly-motivated, customer-focused, independent and able to work under pressure
  • Good teamwork, interpersonal and customer-relations skills
  • Act and respond to critical/emergency situations
  • Strong anticipation and planning ability
  • Good command in both written and spoken English

We offer competitive remuneration and benefits package, including:

  • 17 Public Holidays
  • Discount/Free Flight Tickets (Employee & Dependent)
  • Medical & Dental Insurance (Employee & Dependent)
  • No underwriting of medical scheme for retired staff
  • Quarterly Incentive
  • Discretionary Bonus
  • Referral Bonus
  • Attractive Annual Leave
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon
  • Overtime Payment
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Internal Transfer Opportunity
  • Corporate Credit Card Scheme
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training 

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

 

Administrative Officer (Operation Support)

Responsibilities:
  • Provide administrative duties to operation department, such as office supplies ordering, maintenance of office equipment, and arranging meeting logistics etc.
  • Assist in preparing periodic reports and invoice verification for management review
  • Assist in uniform distribution and stock inventory management
  • Maintain close communication with external and internal parties to ensure smooth operations
  • Perform any other duties as assigned
Requirements:
  • Form 5 or above
  • Fresh graduates are welcomed
  • Proficiency in MS Words, Excel, PowerPoint and Chinese word processing
  • Good command of written and spoken English, Chinese and Mandarin
  • Ability to work in a fast-paced environment
  • Strong sense of responsibility, customer-orientated and good communication skills
  • Able to work under pressure and meet deadline
  • Candidates with more experience will be considered as Administrative Officer
Benefits:
  • 5-day work week
  • Public holidays
  • Daily allowance
  • Medical insurance and dental benefits
  • Free/ discount flight tickets
  • Quarterly Incentive

We offer attractive package to the right candidates, Free/ discounted flights Tickets, Medical insurance for Employee and dependent, Marriage Leave, Discretionary Bonus and Career growth opportunities.

Customer Services Manager

Job Description

Responsibilities: 

  • Take charge of the various work areas in Passenger Services operations.
  • Broad daily duties including oversee flight handling for airlines, ensure close liaison with Duty Manager on all matters pertaining to operations and attend to investigations required and complaints raised by the airlines or their passengers.
  • Handling of airlines to ensure client satisfaction, include attending 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.
  • Take charge of assigned areas of work in operations.
  • Lead and motivate operational staff to carry out their duties according to the requirements of the airlines.
  • Monitor staff performance.
  • 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.
  • Oversee special handling requirements (MAAS, VIP etc.) to ensure smooth handling.  
  • Attend to passengers who require special assistance.
  • To monitor training and services standard.
  • To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty.
  • Take reasonable care of the health and safety of self and of others.
  • Assist in ad hoc projects and companywide events as assigned by the management

Requirements:

  • Minimum 6 years of passenger handling experience and at least 3 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

We offer competitive remuneration and benefits package, including:

  • 17 Public Holidays
  • Discount/Free Flight Tickets (Employee & Dependent)
  • Medical & Dental Insurance (Employee & Dependent)
  • No underwriting of medical scheme for retired staff
  • Discretionary Bonus
  • Referral Bonus
  • Attractive Annual Leave
  • Full paid Paternity/Maternity Leave
  • Marriage Leave
  • Birthday Coupon
  • New Born Baby Coupon
  • Daily Shift Allowance
  • Night Shift Allowance
  • Typhoon Allowance
  • Internal Transfer Opportunity
  • Corporate Credit Card Scheme
  • Airport Staff Canteen
  • Discount Airport Transportation
  • On Job Training 

We are an equal opportunity employer. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes. Applicants who do not hear from us within 8 weeks may consider their applications unsuccessful. All information regarding unsuccessful applicants will be destroyed within 12 months.

 

  • Contact for Recruitment

    satshk_recruit_hr@satshk.com
    3902 9003
    6686 8908
    Online Application