ROLE INTRODUCTION

Reports to: Baggage Services Lead

In order to become our customers’ most loved service brand, service excellence is at the heart of our core brand value proposition. Our Baggage Services Officer plays a crucial role at the airport by demonstrating to our customers the 3 key brand values of ‘Thoughtful’, ‘Progressive’ & ‘Can-do Spirit’, making all the moments of truth memorable by providing service recover to ensure that passengers’ problems with their baggage will be dealt with and act as an ambassador to greet and assist arrival passengers.

Promising and Structured Career Development in the Airport Baggage Services Team

Baggage Services Officer III > Baggage Services Officer II > Baggage Services Lead > Assistant Manager Baggage Services > Customer Service Manager

Upon relative skills attainment and fulfillment of predetermined performance criteria, you will be rewarded with a progression at 18 months of service or above.

KEY RESPONSIBILITIES

• Deliver a seamless baggage experience to our customers

• Act as ambassadors greeting arrival passengers. Answering inquiries and assisting passengers at the Baggage Inquiry Desk

• Ensure any problems with baggage are dealt with quickly and with minimum disruption possible

• Offer alternative solutions to settle baggage claims and render assistance to our passengers

• Trace missing baggage thoroughly

• Arrange delivery of mishandled bags to passenger promptly

• Support operational deployment across different functions in line with business needs

REQUIREMENTS

• Right to work in Hong Kong

• Minimum age of 18

• High school graduate or above

• Good command of spoken and written English and Cantonese. Proficiency in Putonghua is an added advantage.

• Fresh graduates are welcome. Candidates with 1.5 years or more of experience in any airline, or in the hospitality/service industry, will be considered experienced Baggage Services Officer and offered a competitive package

• Flexibility to work on shift schedules (including overnight, weekend and public holidays)

• Customer service-oriented attitude and good communication skills

• As this is a Safety Sensitive Role, appointment is subject to passing a pre-employment drug test in accordance with HKCADGuidance for Screening of Psychoactive Substances(CAD373)