Senior Operation Officer, Terminal (Ref: T1TO10-0022)

Responsibilities:

• Real time monitor of customer services provision to airport users through the Telephone Response Centre, Customer Services Counters , airport ambassadors
• Implementation of customer service initiatives and provide feedback for enhancement 
• Real time monitor of terminal systems, facilities and fixtures, and take necessary actions to ensure normal operations are maintained in case of system failure, malfunction or abnormalities
• Oversee AA services contractors performance to ensure service delivery per pre-set standard and to arrange rectification as well as to prepare reports on substandard performance
• Respond to emergencies, implementation of prescribed contingencies, facilitate and assist in operation recovery
• Enforce AA by-laws, conduct on scene investigation and prepare incident/accident reports
• Take part in contract management, market research and operational surveys for identify industry and customer trends

Requirements:

• Bachelor degree or above
• A minimum of 5 years' relevant work experience with at least 3 years in supervisory  capacity in airline/airport operations environment,   property management field or customer service related field such as theme park management or large scale shopping mall with high passenger flow
• Good communication and interpersonal skills.  A good team player, detail-oriented, enthusiastic and motivated
• Good spoken and written English and Chinese (Putonghua & Cantonese)