Role Introduction

Reports to: Baggage Services Lead

HKIA baggage services team plays an important role in the airport operations. Our Baggage Services Officer plays a key role in service recovery 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 passengers
• 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 all passengers
• Trace missing baggage and arrange delivery of lost and mishandled bags to passengers promptly

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• HKCEE /HKDSE or equivalent qualification
• Good command of spoken English and Cantonese. Proficiency in Putonghua is an 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 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

• Being part of a world-class service brand to be proud of
• World-class training and structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Special allowance(s) is entitled to overnight and public holiday shifts
• Medical coverage & other flexible benefits
• Flexible retirement scheme
• Discounted travel for you and your family