General Manager, Customer Services (Ref.: CS13-0005-W-01)
Reporting to the Executive Director Airport Operations, the successful candidate will be responsible for spearheading the Customer Services Department in delivering top-notched customer services and a memorable airport experience to our passengers. S/he will manage the Authority’s Customer Services Centres, Airport Ambassador Programme, Senior Volunteers Programme and VIP Lounge, and ensure the provision of smooth, efficient and professional customer services daily. As a key team player, s/he will also be responsible for coordinating with all departments within the Authority, service providers as well as the wider airport community in delivering excellent services through collecting passenger feedback, setting goals/standards/measurements with partnering organisations and driving process improvement to cater to changing business needs and customer expectations.
The successful candidate will create visions for the customer services function with tactical execution plans, monitor progress against business goals and objectives, manage relationships with passengers/stakeholders including but not limited to complaints handling, organize festive events and customer satisfaction surveys, provision of customer services training as well as campaigns & award programmes for airport customer service providers, etc. S/he will also manage the customer services operating budget, systems, platforms and people capabilities to support the Authority’s customer services strategy and ensure that service delivery is of the highest standard.
The successful candidate should be a Degree holder in business or hospitality and possess a minimum of 20 years’ experience in a large, international company providing hospitality services , at least 10 of which in a position with senior management responsibility. In addition to having proven experience in driving corporate customer services strategies, s/he should be a leader with the ability to combine high level strategic decision making with detailed planning and project management, and be adept at working in a team and dealing with dynamic issues. The successful candidate is also expected to be an excellent communicator with strong business acumen and sophisticated stakeholder relationship management skill, and possess an excellent command of spoken and written English and Chinese, including Putonghua. S/he should also be an innovative, resourceful and dynamic hospitality professional with a strong desire to pursue service excellence relentlessly.
Interested parties please send the applications (including full career details, salary history and expected salary) to our Human Resources Department and quote the reference code on the application.
General Manager, Human Resources
Airport Authority Hong Kong
L2, HKIA Tower
1 Sky Plaza Road
Hong Kong International Airport
Lantau Island, Hong Kong
OR email to: firstname.lastname@example.org
Closing date: 31 January 2013
Data collected will only be used for job application processing. Applicants not invited for interview within eight weeks from the closing date may assume their applications unsuccessful. All related information will be kept up to 12 months and all personal data will be destroyed afterwards.