Role Introduction

Reports to: Assistant Manager Baggage Services

In order to become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. Our Baggage Services Lead plays a crucial role at the airport by demonstrating to our customers the 3 key brand values of ‘Thoughtful’, ‘Progressive’ and ‘Can-do’, making all the moments of truth memorable by understanding the voice of our customers.

Key Responsibilities

• Item 1 of 10, Coordinate activities associated with customers, ground handling agents and other service providers to ensure safety and security standards are met
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• Coordinate activities associated with customers, ground handling agents and other service providers to ensure safety and security standards are metItem 2 of 10, Take charge of daily operations, ensure Baggage Services at Customs Hall and back office are carried out effectively and efficiently in accordance with the established procedures and company service standards
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• Take charge of daily operations, ensure Baggage Services at Customs Hall and back office are carried out effectively and efficiently in accordance with the established procedures and company service standardsItem 3 of 10, To demonstrate the highest standard of service excellence, handle complaints and provide service recovery to customers and act as a role model to Baggage Services Officers
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• To demonstrate the highest standard of service excellence, handle complaints and provide service recovery to customers and act as a role model to Baggage Services OfficersItem 4 of 10, 
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• Negotiate with customers and determine reasonable on-the-spot settlements or replacements for baggage claimsItem 5 of 10, Closely monitor Baggage Service Officer's performance and take necessary actions to help them improve
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• Closely monitor Baggage Service Officer's performance and take necessary actions to help them improveItem 6 of 10, Responsible for performance reviews for Baggage Service Officers, including annual goal- setting/performance development plan, mid-year and year- end performance review
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• Responsible for performance reviews for Baggage Service Officers, including annual goal- setting/performance development plan, mid-year and year- end performance reviewItem 7 of 10, Assist Baggage Service Officer with on-the-job training & development
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• Assist Baggage Service Officer with on-the-job training & developmentItem 8 of 10, Empower and motivate Baggage Service Officers to provide intuitive service and provide options for the best customer outcomes
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• Empower and motivate Baggage Service Officers to provide intuitive service and provide options for the best customer outcomesItem 9 of 10, 
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• Report operational irregularities to the supervisorItem 10 of 10, Engage in different projects to improve the baggage team’s productivity and efficiency
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• Engage in different projects to improve the baggage team’s productivity and efficiency

Requirements

• Item 1 of 9, Right to work in Hong Kong
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• Right to work in Hong KongItem 2 of 9, Minimum 3 years of experience in airport operations
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• Minimum 3 years of experience in airport operationsItem 3 of 9, 
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• Strong problem-solving skills and sound decision-making abilityItem 4 of 9, Effective communication and interpersonal skill
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• Effective communication and interpersonal skillItem 5 of 9, Good standard of spoken English and Cantonese
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• Good standard of spoken English and CantoneseItem 6 of 9, 
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• Ability to work independently and perform effectively under pressureItem 7 of 9, 
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• Commitment to contributing ideas and suggestions that drive continuous improvementItem 8 of 9, Strong teamwork and leadership skills
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• Strong teamwork and leadership skillsItem 9 of 9, 
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• As the position is a Safety‑Sensitive Role, you are required to pass a pre‑employment drug test in accordance with the HKCAD Guidance for Screening of Psychoactive Substances (CAD373)

Benefits

• Item 1 of 7, Being part of a world-class service brand to be proud of
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• Being part of a world-class service brand to be proud ofItem 2 of 7, World-class training and a structured career progression path
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• World-class training and a structured career progression pathItem 3 of 7, A safe and collaborative working environment which embraces a diverse and inclusive culture
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• A safe and collaborative working environment which embraces a diverse and inclusive cultureItem 4 of 7, Special allowance(s) is entitled to overnight and public holiday shifts
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• Special allowance(s) is entitled to overnight and public holiday shiftsItem 5 of 7, Medical coverage & other flexible benefits
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• Medical coverage & other flexible benefitsItem 6 of 7, Flexible retirement scheme
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• Flexible retirement schemeItem 7 of 7, Discounted travel for you and your family
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• Discounted travel for you and your family