Airport Lead（Xi’an）
机场代表 (西安)
Location: Xi’an
Role Introduction:
1、To supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.
监督并协助团队成员完成日常指派工作，确保当班期间整体运营高效顺畅开展，同时严格遵守既定的安全与安保标准。
2、To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.
提供卓越的运营与机场服务体验，确保无论在何种情况下，客户均能感受到专属礼遇、重视与认可。
Key Responsibilities:
1、Safety First, Quality Always
1）Execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
2）Achieve absolute operational integrity with zero safety defects and security infringements
3）Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents
1、安全第一，质量为先
1）执行公司安全、安保和质量政策，确保航站、员工及供应商全面遵守各项法规要求与质量标准。
2）实现绝对的运营合规性，零安全事故和零安保违规。
3）推动并培育安全与安保事件“零容忍”的文化氛围，协助机场管理机构识别并降低员工（含供应商）在工作场所面临的人身、安全及安保风险。
2、Operational Excellence
1）Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
2）Assist to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
3）Assist in ensuring and maintaining operational and productivity performance conformance to standards
4）Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
5）Conduct flight briefings as required
6）Willing to take up extra responsibilities (e.g. projects) and work shift duties
7）Undertake any other reasonable task as required
2、卓越运营
1）督导并支持国泰航班保障的地勤代理团队，实现准点无误的卓越运营。
2）协助落实创新理念，力求在机场运营各环节推陈出新、精益求精。
3）协助保障并维持运营及生产效率指标，确保全面达标。
4）配合机场管理方定期开展航站运营质量检查，涵盖对供应商服务质量的核查工作。
5）必要时主持航班任务简报会
6）愿意承担额外职责（如专项项目），并接受轮班工作制。
7）完成上级安排的其他合理工作任务。
3、Outstanding Product and Services
1）Ensure people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
2）Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact
3）Support the use of new technologies in the provision of customer service
4）Give recognition to our highest-value customers (front-end and elite Marco Polo members)
3、卓越产品与服务
1）确保团队成员掌握最新的产品资讯，并支持团队充分运用各类产品与服务，为客户提供高品质的出行体验。
2）践行「由心而发的服务」理念，在每一个客户接触的环节中建立真诚联结，打造难忘的体验。
3）支持新技术在客户服务场景中的应用。
4）为高端客户（前端客户及国泰常旅客精英会员）提供专属礼遇与尊崇服务。
4、Crisis Management capability and preparedness
1）Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
2）Effectively manage flight disruptions and irregularities and support airport management as required
3）Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools
4、危机管理能力与应急准备
1）熟练掌握各类应急预案及人工备用操作流程，确保各项工作均达到既定标准要求。
2）高效管理航班延误、取消等异常情况，按要求配合机场管理方开展相关工作。
3）运用异常航班管理工具，保障旅客得到妥善照料、及时获知相关信息，并尽可能为旅客提供多样化选择方案。
5、People and team
1）Motivate the frontline team (suppliers included) to enable supportive and collaborative teamwork
2）Support the on-boarding process and probation of new hires (suppliers included) as required
3）Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching
4）Support the team to adopt new challenges and changes
5）Monitor day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement
5、人员与团队管理
1）激励前线团队（含合作供应商），营造互助协作的团队氛围。
2）协助新员工（含合作供应商）的入职流程及试用期管理工作。
3）以身作则，通过示范指导及在岗培训等方式，支持并鼓励团队成员（含合作供应商）学习提升与职业发展。
4）协助团队积极应对各类新挑战并适应变化
5）监督团队及成员（含合作供应商）的日常工作表现，提出优化改进建议
6、Supplier Management
1）Assist in monitoring and conducting regular performance review meetings with suppliers
2）Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records
6、供应商管理
1）协助监督并与供应商定期进行绩效评估会议配合机场经理有效推进落实各项行动计划，并做好书面记录并跟进任务进度。
7、Cost efficiency and productivity
1）Monitor team daily productivity and flexibility in resource deployment
2）Support the Airport Operations Manager to drive down costs in daily operation
3）Support station administration duties
7、成本管控与生产效能
1）监督团队日常工作效能，确保资源调配具备灵活性。
2）协助机场运营经理在日常运营中推进降本增效。
3）协理航站的行政事务
8、Represent Cathay interests in the Airport Community
1）Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlines
2）Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
3）Protect the Company’s reputation
8、在社群中代表公司的利益
1）协助机场经理与外部各方开展合作，维护公司核心利益，包括政府主管机构，供应商与服务提供方、寰宇一家联盟伙伴及其他航空公司。
2）深度参与机场相关行业事务（如航空公司运营委员会AOC），确保各项工作符合市场竞争合规要求。
3）维护公司声誉。
9、E&A
Emergency and Accident and Crisis Response responsibilities as required
9、应急和事故处理。
根据需要承担应急、事故及危机响应职责。
Qualifications / Experience:
1、Academic Qualifications
A degree or equivalent in a relevant discipline
1、学历要求
大学学历优先。
2、Knowledge, Skills, Training and Experience
1）A minimum of four years’ recent experience in airline sales, pricing, ticketing or distribution
2）Proficient in written and spoken English and Chinese (Mandarin)
3）Demonstrable experience in Global Distribution Systems, platform distribution landscape or sales operations is a distinct advantage
4）Demonstrable experience in managing a team to success
5）Strong acumen in marketing and sales
6）Proven numeracy and analytical skills
7）Strong communication and interpersonal skills
8）Good level of PC literacy in Word, Excel and PowerPoint
9）Adapts to embrace constant change
知识技能与工作经验要求
1）良好的英语书写及口语能力，掌握本地语言者优先考虑
2）具备1-2年扎实的客户服务经验，有航空或机场服务从业经历者优先
3）能够独立开展工作，具备出色的决策能力
4）工作积极主动、责任心强，兼具领导力与团队协作精神
5）拥有强烈的客户服务意识，人际交往能力突出
6）具备扎实的专业技术知识与多岗位操作能力，可胜任机场各类相关岗位工作（需通过机场总部ASD的全部培训考核）
7）熟知公司相关政策、国际民航监管流程及各项本地监管要求
8）能够应对正常运营、航班不正常、突发事故及各类应急保障场景
9）能够快速适应并积极接受工作中的各类变化
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
Notes:
1. All Chinese mainland based positions are subject to local terms and conditions.
2. Applicants must have the right to live and work in Chinese mainland.
3. Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Job Application:
Please scan the QR code below to apply for the job.
Senior Airport Lead（Xi’an）
高级机场代表 (西安)
Location: Xi’an
Role Introduction:
1、To oversee and supervise the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.
2、To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.
Key Responsibilities:
1、Safety First, Quality Always
1）Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
2）Achieve absolute operational integrity with zero safety defects and security infringements
3）Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents
4)Deputise as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)
2、Operational Excellence
1）Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
2）Help to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
3）Assist in ensuring and maintaining operational and productivity performance conformance to standards
4）Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
5）Conduct flight briefings as required
6）Willing to take up extra responsibilities (e.g. projects) and work shift duties
3、Outstanding Product and Services
1）Ensure team members are up-to-date with the latest product knowledge and support the team to effectively utilise products and services
2）Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact
3）Support the use of new technologies in the provision of customer service
4）Give recognition to our highest-value customers (front-end and elite Marco polo members)
4、Crisis Management capability and preparedness
1）Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
2）Effectively manage flight disruptions and irregularities and support airport management as required
5、People Development and Performance Management
1）Lead, support and encourage own team to achieve success
2）Build a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamwork
3）Supervise and mentor direct reports, encouraging effective collaboration
4）Develop employees with high potential and identify learning opportunities
5）Maintain active and ongoing dialogue in relation to employee goals and performance
6）Actively engage with employees to enhance communication and their understanding of department goals
7）Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values
6、Supplier Management
1）Assist in monitoring and conducting regular performance review meetings with suppliers
2）Support to implement any action plan efficiently and keep track of progress with documented records?
7、Cost efficiency and productivity
1）Monitor team daily productivity and flexibility?
2）Support to drive down costs in daily operation
8、Represent Cathay interests in the Airport Community
1）Support to work with external parties in the best interests of the Company
2）Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
3）Protect the Company’s reputation
9、E&A
1）Emergency and Accident and Crisis Response responsibilities as required
Qualifications / Experience:
1、Academic qualifications
1）College degree is desirable
2、Knowledge, skills, training and experience
1）Strong command of written and spoken English is mandatory with the local language being an advantage
2）At least 3 years solid Customer Service experience, preferably in airlines or airport services
3）Ability to work independently with good decision-making skills
4）Self-motivated and committed leader who enjoys teamwork
5）Very strong customer service mentality with strong interpersonal skills
6）Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
7）Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
8）Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
9）Adapts to and embraces constant change
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
Notes:
1. All Chinese mainland based positions are subject to local terms and conditions.
2. Applicants must have the right to live and work in Chinese mainland.
3. Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Job Application:
Please scan the QR code below to apply for the job.
Airport Manager（Zhengzhou）
机场经理 (郑州)
Location: Zhengzhou
Role Introduction:
1、To lead and manage all aspects of airport operations, ensuring smooth and efficient performance in full compliance with established safety, security, and quality standards.
2、To deliver an exceptional airport service experience, ensuring every customer feels genuinely valued and cared for, regardless of circumstance.
3、To inspire employees and suppliers to embrace change, pursue excellence, and leverage technological advancements.
4、To represent the Company’s best interests within the local community through strong leadership and engagement.
Key Responsibilities:
1、Safety First, Quality Always
1）Ensure rigorous implementation of corporate safety, security, and quality policies to maintain full compliance across the station, employees, and suppliers with all regulatory and internal standards.
2）Drive operational excellence by achieving zero safety incidents and security breaches.
3）Champion a “Just Culture” by fostering open, constructive engagement with stakeholders in root cause investigations and analysis.
4）Proactively identify and mitigate personal, safety, and security risks in the airport environment for both customers and employees, including suppliers.
5）Collaborate with local airport management to cultivate a culture of zero tolerance for safety and security incidents, reinforcing shared accountability and continuous improvement.
6）Serve as the Airline’s Operational Duty Holder (ODH) at the airport, adhering to the established risk escalation process to the Functional Duty Holder (GM Airport Service Delivery).
2、Operational Excellence
1）Lead the team to deliver error-free operational excellence, with a strong focus on safety management, on-time performance, baggage handling, and the future airport experience.
2）Drive a proactive mindset by continuously seeking opportunities to exceed published standards, airport policies, and procedures.
3）Strategically deploy resources to maximize operational efficiency and effectiveness.
4）Champion and celebrate best practices, while actively identifying opportunities to integrate technology into ramp operations.
5）Oversee and play a key role in ensuring continuity of airport operations under all circumstances.
6）Take full ownership of airport operational issues, resolving them with pragmatic, commercially sound, and legally compliant solutions.
7）Perform any other reasonable duties as required.
3、Outstanding Product and Service
1）Inspire the team to embody Cathay’s core values - Thoughtful, Progressive, and Can-Do, to foster genuine connections and deliver memorable experiences across all customer touchpoints.
2）Actively explore and implement modern technologies to enhance the customer experience journey.
3）Elevate the airport lounge experience through a customer-centric approach that prioritizes comfort, personalization, and service excellence.
4）Recognize and build loyalty with our most valued customers, including front-end travelers and Cathay members, by delivering exceptional service and meaningful engagement.
4、Crisis Management Capability and Preparedness
1）Collaborate with the Regional Business Resilience Coordinator to strengthen organizational, supplier, and individual capabilities in managing Emergency and Accident (E&A) scenarios, Irregular Operations (IROPS), and other foreseeable airport contingencies.
2）Plan, conduct, and review contingency exercises and manual backup procedures annually to ensure readiness and compliance.
3）Lead the implementation of the IROPS plan during major disruptions, guiding the team to minimize operational impact and restore service continuity.
4）Ensure customers are well cared for, informed, and offered choices where possible through effective use of disruption management tools.
5、People Development and Performance Management
1）Lead, support, and motivate the team to achieve collective success through strong leadership and collaboration.
2）Build a high-performing and engaged team by ensuring the right organizational structure and talent are in place to foster teamwork and a positive team spirit.
3）Actively participate in recruitment and selection processes to attract and retain top talent for the airport team.
4）Supervise and mentor direct reports, encouraging cross-functional collaboration and continuous improvement.
5）Identify and develop high-potential employees by ensuring tailored training and development programs are in place for both self-handled and third-party ports.
6）Maintain ongoing dialogue around employee goals and performance to support growth and accountability.
7）Engage actively with employees to enhance communication, alignment, and understanding of departmental objectives.
8）Demonstrate leadership by living Cathay Pacific’s core values and leading by example.
9）Champion initiatives that enhance the employee experience in alignment with role expectations and the brand promise.
6、Supplier Management
1）Actively manage supplier performance in alignment with contractual obligations and service level agreements.
2）Ensure sub-contracting arrangements are executed as per contract terms, and engage relevant stakeholders promptly when updates or changes occur.
3）Set clear expectations and provide directions to suppliers in accordance with corporate standards.
4）Conduct regular performance review meetings - at minimum, monthly - with suppliers to assess progress and address issues.
5）Establish actionable improvement plans, monitor their execution, and maintain thorough documentation of all supplier-related activities.
7、Cost Efficiency
1）Plan and manage the station budget and all airport-related costs in collaboration with key stakeholders, ensuring financial discipline and transparency.
2）Proactively identify cost-saving opportunities by focusing on controllable expenses without compromising service quality or compliance.
3）Conduct effective rostering to ensure full coverage across all operational shifts.
4）Maximize revenue potential by optimizing the use of airport properties, such as lounges and other commercial assets.
5）Maintain cost efficiency while upholding legal requirements, service standards, and operational performance.
8、Represent Cathay’s interests in the airport community
1)Build and maintain strong relationships with external airport stakeholders - including authorities, suppliers, service providers, Oneworld partners, and other airlines—to represent the Company’s best interests.
2）Ensure active and compliant participation in airport-related industry affairs, with strict adherence to competition regulations.
3）Represent the airline in forums such as the Airport Operators Committee (AOC) or Board of Airline Representatives (BAR), advocating for the Company’s strategic and operational priorities.
9、Proactive Partnerships with Regional and Head Office
1）Maintain effective communication with Head Office and Regional Office to foster mutual understanding and alignment.
2）Collaborate with Head and Regional Office departments to support and implement improvement initiatives and strategic projects.
3）Act as a champion for Head and Regional Office initiatives, ensuring local adoption and engagement.
4）Develop and execute local strategies in line with directives and frameworks provided by Head and Regional Office.
10、E&A
Fulfill Emergency and Accident (E&A) and Crisis Response responsibilities as required, ensuring readiness and effective action in line with company protocols.
Qualifications / Experience:
1、Academic qualifications
A bachelor’s and/or master’s degree in operations management, business administration, airport planning and management, or airport operations is desirable.
2、Knowledge, skills, training and experience
1）Proven expertise in safety management, including cultivating a safety-first culture and implementing effective risk mitigation strategies
2）Excellent command of written and spoken English
3）Minimum of 5 years’ leadership experience in customer service within a travel-related field, preferably in airlines, airport, or ramp operations
4）Up-to-date knowledge of regulatory and local legal requirements related to airport and ramp operations, as well as passenger processing
5）Strong understanding of management processes and their application across normal, disrupted, and emergency operational scenarios
6）Demonstrated ability to work independently with sound decision-making skills
7）Self-motivated and committed leader with a collaborative mindset
8）Strong customer service orientation and exceptional interpersonal skills
9）Effective negotiation capabilities
10）Solid analytical and numerical skills, with experience in budget planning, review, and cost management
11）Ability to interpret and apply global policies to ensure local compliance
12）Logical and commercial thinking with the ability
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
Notes:
1.All Chinese mainland based positions are subject to local terms and conditions.
2.Applicants must have the right to live and work in Chinese mainland.
3.Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Job Application:
Please scan the QR code below to apply for the job.
