HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding. 

Role Purpose

• Develop and maintain passenger and baggage service related policies and procedures, for airport and intermodal (e.g. ferry services and bonded bus) operations, to ensure compliance with regulatory, IATA and HKE requirements;
• Formulate process improvement initiative and conduct regular review of operating procedures and training objectives to improve service delivery and ensure compliance;
• Develop and maintain network-wide, intermodal and station specific training materials in the area of passenger and baggage services;
• Prepare annual training plan and deliver trainings to both HKE staff and external services providers when required;
• Continuously review and update training program/material to ensure effective knowledge transfer and improve service delivery for all airport staff (internal and external service providers);
• Continuously review and evaluate the quality outcome of Train-the-Trainer Programme and implementation;
• Manage the inventory and supply section to minimize cost and efficient procurement and delivery of station supplies and signage for the operation;
• Develop, implement and manage baggage claim policies, procedures, and processes to minimize cost and maintain service excellence;
• Manage resources deployment, develop, and maintain preparation checklist as well as training and support plan for new station launch, GHA switch over and charter services;
• As a Ground Services representative, lead and coordinate with both internal and external stakeholders on development and implementation of new initiatives, products, and services;
• Provide recommendations and proposals for designing a strategic plan to enhance the overall services delivery processes as well as customer experience;
• Support and represent GS to align policies internally with other HKE departments and clarify policies and procedures externally with service providers;
• Identify hazard and risk, prepare risk assessment and recommendation to improve operational security and/or decision regarding safety risk tolerability;
• Leading a team of supervisors to support the manager in projects/tasks assigned related to passenger and baggage services standard and training;
• Oversea travel is required.
  

Qualifications

• Bachelor’s degree or equivalent;
• Minimum 5-year aviation experience in related areas with at least 2-year experiences in a supervisory role;
• Solid knowledge of passenger and baggage services related policies and procedures, intermodal operations or training; experience in an airline’s head office would be an advantage;
• Strong presentation, analytical and project management skill;
• Ability to lead and provide solutions within the scope of Passenger and Baggage Services;
• Strong customer service mindset;
• Excellent command of both spoken and written English and Chinese including Putonghua;
• Proficient in Microsoft Office.

Your Future Work Life

• Fly anywhere we fly for free with your friends and family to explore the world
• Hybrid working with flexibility in workplace and working hours to foster work-life harmony
• Open office to collaborate, connect and share great ideas
• Energetic and multicultural teammates from up to 50 nationalities!
• Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T.