Duty Airport Manager

Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

Role Introduction

The Duty Airport Manager is responsible for leading and coordinating airport operations
during the assigned operational shift, ensuring safe, efficient and compliant service delivery
in accordance with established safety, security and quality standards. The role provides
operational leadership to the airport team and suppliers on duty, manages operational
issues and disruptions, and supports the Airport Manager in delivering station and Airport
Service Delivery priorities

Safety

• Promote a proactive safety culture during the assigned shift, supporting compliance with established safety, security and quality standards.
• Support the Airport Manager and relevant teams in implementing approved safety and quality programmes at station level.
• Execute corporate safety, security and quality policies during the shift to support full compliance by employees and suppliers.
• Support local airport management in identifying, assessing and escalating personal, safety and security risks for employees and suppliers.
• Act as the Airline’s Operational Duty Holder (ODH) delegate at the airport, adhering strictly to the risk escalation process to the Functional Duty Holder (GM ASD).

Operational Excellence

• Implement Airport Service Delivery priorities into day-to-day operations during the assigned shift.
• Support continuous improvement in operational performance by providing feedback and implementing agreed actions.
• Act as the operational escalation point for the airport team and suppliers while on duty.
• Conduct regular quality control checks on station performance, including supplier management, to ensure compliance with agreed standards.
• Monitor operational and supplier performance during the shift and report observations, issues and improvement opportunities to the Airport Manager.
• Contribute to post-disruption reviews and support implementation of agreed improvement actions.
• Undertake other duties assigned to support operational and business needs.
• Lead and coordinate airport operations during the assigned shift within established policies, procedures and delegated authority.

Customer Excellence

• Uphold Cathay’s customer service standards during the shift, supporting a seamless and premium experience for customers.
• Support delivery of approved customer experience initiatives during the shift.
• Support the adoption of approved new technologies in customer service delivery.
• Ensure airport lounge operations are delivered to the highest service standards, with a strong focus on customer centricity.
• Recognise and engage our highest value customers, fostering loyalty and long-term emotional connection to the brand.

Team (including suppliers)

• Lead, support and coordinate the airport team and suppliers on duty to deliver operational and customer excellence.
• Actively engage the team to strengthen communication and deepen understanding of departmental objectives and priorities.
• Supervise, coach and mentor team members on duty, promoting open communication, collaboration and accountability.
• Monitor supplier performance during the shift and provide feedback to support regular supplier performance reviews.
• Implement agreed action plans efficiently, maintaining clear documentation and tracking progress to closure.
• Manage productivity and ensure effective resource deployment through active involvement in rostering, as required.
• Identify operational efficiency opportunities during the shift and report cost or revenue-related observations to the Airport Manager.
• Support station administration activities as assigned and provide input to the Airport Manager on budget-related matters where required.
• Act as the local functional representative, responding to and coordinating on assigned matters as required.

(continue)

Key Responsibilities:Crisis Management

• Coordinate the team and suppliers during Emergencies and Accidents (E&A), Irregular Operations (IROPs), and other airport contingencies, escalating and reporting as required. Support readiness activities, exercises, reviews and updates to contingency plans and manual fallback procedures.

Represent Cathay interests in the Airport Community

• Support the Airport Manager in maintaining effective working relationships with external stakeholders, including authorities, suppliers, service providers, oneworld partners and other airlines.
• Support or attend operational forums as assigned by the Airport Manager, providing operational updates and feedback from the shift.

Academic qualifications

• A Diploma qualification in an airport or service-related discipline is desirable

Knowledge, skills, training and experience

• Excellent command of written and spoken English is mandatory with the local language being an advantage
• At least three years’ airport operational and customer handling experience
• At least one years’ recent experience in a supervisory / management capacity with demonstrable ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome
• Superior independent working capabilities with strong decision-making skills
• Self-motivated and committed leader who enjoys teamwork
• Strong customer service mentality with superior interpersonal skills
• Full technical knowledge and capability (multi-skilled) to competently perform each airport job function
• Thorough understanding of company policies and international regulatory procedures and all required local regulatory matters
• Broad understanding of the mode of operation of the Company, Oneworld partner carriers and other airlines
• Understanding of relevant international regulatory safety, industry and operational requirements and trends
• Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations
• Adapts to and embraces constant change

Benefits

Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.

Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.

Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.