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10 months ago
Cathay Pacific
Location: San Francisco, California
Job type: Contract/Locum
Contact: No Name
Category: Customer Service Jobs, Senior Manager

Duty Manager, Customer Services (2 year contract)

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Date: 07-Jun-2016

Department:  Airport Ops

Reports To:  Airport Services Manager, SFO


Location:  SFO, California


Key Responsibilities:

  • To handle full range of airport customer service duties with supervisory responsibilities in all areas.
  • To oversee the performance of Handling Agents to ensure that they deliver services and products at Company’s required standard and exemplify Cathay Pacific’s Service Straight from the Heart (SSFTH) philosophy.
  • Ensure GHA has assigned trained, qualified and sufficient staff to run the days operation.  Evaluating and planning each day’s flight and briefing both GHA & CX supervisors and agents on routine and special assignments for the daily flight.
  • Action any telex, sita, email messages from corporate.
  • Review of days’ activities including crew transportation, general operation requirements and ad-hoc flight support requests.
  • Ensure GHA perform flight assignments according to Company standards.  Taking into consideration of OTP, Reflex, Baggage loading, interline tracking and safety compliance.
  • Be as visible as possible to set the image as a role model.  Interact with both the daily team and passengers to provide the appropriate support on any flight, work environment or personnel issue.
  • Create a positive environment by recognizing tasks well done.  Keeping all staff informed of latest flight developments and or changes.  Foster teamwork and a sense of belonging and importance to everyone through friendly competition.
  • Perform daily ramp inspection to include a check on baggage, loading procedures and plans, status of interline bags and cargo loads.  Review of planning and arranging for local/interline baggage, cargo and mail.  Work with cabin grooming team to ensure the aircraft is being cleaned according to Company standards. 
  • Lead team and support Manager on Duty during irregular operations.
  • Meet with Inflight Services and flight operations crew and provide briefing of the days’ flight and any issues or notices from corporate.  Coordinate with Catering and Inflight Services before departure.
  • Dispatch flights and review the day’s operation with all staff.  Reconcile all post flight reports including ticket/excess baggage sales.  Recap of days’ flight activities including notification of any ad-hoc service issues.
  • Handle miscellaneous administrative assignments and assist Airport Services Manager, Manager On Duty and Customer Service Officer with any special projects. 
  • To assist the Airport Services Manager & Manager On Duty to develop and manage a staff of employees.
  • Represent Cathay Pacific and Airport Services Manager at various Airport Operations Committees.
  • To seek opportunities to enhance the processes of operations, customer services and administration at the airport.
  • To lead Cathay Pacific team to ensure consistent delivery of Oneworld benefits provided to both Cathay Pacific and Oneworld customers.
  • To ensure to evaluate cost implication when making day-to-day operational decisions.




  • Previous international airline airport operational supervisory/management experience.
  • Strong leadership quality with hands-on supervisory style
  • Good administration skills
  • Ability to handle extremely pressurized and stressful situations with calm & composure.
  • Excellent interpersonal & communications skills
  • Good planning, organizing and decision-making capabilities.
  • All persons hired will be required to verify identity and eligibility to work in the United States.  No sponsorship for employment visa status is available for this position.

Nearest Major Market: San Francisco 
Nearest Secondary Market: Oakland 

Job Segment: Aviation

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