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