Hong Kong Business Aviation Centre Ltd 香港商用航空中心有限公司招聘

Assistant Manager – Customer Experience

Role Introduction:

The position supports the Senior Manager – Customer Experience in driving customer experience, CRM, customer insights and business development initiatives for HKBAC’s premium service offerings. The role helps translate customer feedback, service data and market intelligence into service enhancement initiatives and tailor-made offerings with revenue potential.

Job Duties:

Work closely with the Senior Manager – Customer Experience to drive customer experience strategies, CRM initiatives, service enhancement projects and business development initiatives for premium service offerings.
Develop customer insights through feedback analysis, service data review, customer profiling, market intelligence and movement pattern analysis, with particular focus on Mainland Chinese clients and premium service users.
Identify customer needs, service gaps, business opportunities and improvement areas across key customer touchpoints, and recommend actions to enhance customer journey, service quality and revenue opportunities.
Support the development of tailor-made service offerings, personalised service approaches, upselling opportunities and cross-selling initiatives for key customer segments, including VIP customers, frequent travellers, corporate clients and aircraft operators.
Maintain and strengthen relationships with customers, aircraft operators, business partners and internal stakeholders to support long-term customer engagement and service development.
Coordinate with internal departments to ensure smooth implementation of customer experience initiatives, new service offerings and related follow-up actions.
Prepare management reports, presentation materials, customer insights and market analysis to support service planning, performance review and decision-making.
Perform ad hoc duties and projects as assigned.

Requirements:

Bachelor’s Degree in Business Administration, Hospitality Management, Aviation, Marketing, Communications or related disciplines.
Minimum 5 years of relevant experience in customer experience, customer relations, account servicing, hospitality, aviation, luxury services, CRM, sales support, business development or related customer-facing functions.
Good command of spoken and written English and Chinese; fluent Cantonese and native-level Putonghua proficiency
Good understanding of Mainland Chinese clients’ preferences, expectations, business etiquette and service habits.
Strong customer service mindset with excellent interpersonal, communication, presentation and stakeholder management skills.
Good business sense and analytical capability, with the ability to interpret customer feedback, service data, market information and usage trends.
Proactive, detail-minded and well-organised, with the ability to manage multiple priorities independently and coordinate with cross-functional teams.
Familiarity with CRM practices, customer segmentation, customer profiling, market analysis and service personalisation would be an advantage.
Proficiency in Microsoft Office applications, including Word, Excel and PowerPoint.
Candidates with more experience will be considered as Manager – Customer Experience.

Assistant Manager – Integrated Service Centre

Job Duties:

Assist Manager to manage and monitor the overall operation of Integrated Service Centre
Responsible for handling customer service process, monitoring all services provided by the team are handled professionally and complied with handling guidelines and regulatory requirements
Ensure customer’s comments to be handled promptly, courteously and appropriately

Establish and maintain good working relationship with airport entities, MROs, service providers, operators and customers
Perform safe and professional driving duties for guests and crew members. Shuttle personnel to designated locations at airside/landside to support daily operations (*it is applicable to staff possessing driving license only)
Provide coaching and counseling to staff to ensure their performances meet the company’s expectations
Prepare monthly roster to ensure adequate manpower resources for daily operation
Assist to review and update department’s training material, internal handling procedure and provide relevant training and coaching to team members
Assist to prepare monthly reports, manage departmental KPI and performance appraisals for team members
Perform ad hoc duties as assigned by Superior

Requirements:

Degree holder with at least 5 years’ relevant experience or Diploma holder with at least 6 years’ of customer service / guest relations experience with minimum 3 years’ in supervisory level
Excellent interpersonal, supervisory and customer service skills
Strong troubleshooting and problem solving skills
Mature, proactive, and positive attitude with high level of teamwork spirit
Excellent command of both spoken and written English / Chinese
Holder of valid HK Driving License No. 1, 2 with clean driving record is a plus
Shift duty is required
Candidate with airline lounge or hotel experience is highly preferrable

Duty Manager – Line Service (Apron Operations)

Job Duties:

Act as the on‑duty senior authority for all Line Service and apron operations during assigned shifts
Maintain continuous physical presence on the apron to monitor aircraft movements, ramp activities and high‑risk ground handling operations
Provide independent operational oversight, separate from frontline task execution, ensuring SOP, SMS and regulatory compliance
Oversee and intervene in high‑risk activities including aircraft marshalling, towing/pushback, refuelling coordination, GSE operations and emergency response
Serve as the primary escalation and decision‑making point for operational disruptions, safety concerns and incident response
Lead on‑shift safety management, including hazard identification, immediate corrective actions and safety briefings
Ensure compliance with all applicable requirements of AAHK, CAD and internal HKBAC standards
Coordinate with internal stakeholders (ISC, CEx, SSS) and external parties as required to maintain safe and efficient operations
Conduct on‑shift operational audits and follow up on safety observations, non‑compliances and corrective actions
Support manpower deployment and shift coordination, without direct embedding in routine frontline task execution
Participate in incident investigations, safety reporting and post‑incident reviews as required
Perform other operational duties as assigned by senior management

Requirements:

Diploma or above preferably in Aviation, Aircraft Engineering, Operations or related discipline
Minimum 8 years’ experience in airside / ramp operations, with at least 3 years in a supervisory or duty‑in‑charge capacity
Strong hands‑on knowledge of aircraft ground handling and apron safety management
Sound understanding of SMS, risk assessment and incident management in an airside environment
Holder of valid Hong Kong Driving Licence Classes 1, 2 and 19
Proven ability to make independent operational decisions under pressure
Strong leadership presence with the ability to influence without direct task ownership
Good command of spoken and written English and Chinese
Shift duty / roster work is required

Officer – Integrated Service Centre

Job Duties:

Perform customer services duties such as meet and greet guests, visitors, passengers and crew, handle VIP flights, and ensure all services are handled professionally and comply with handling guidelines and regulatory requirements
Perform daily administrative duties such as handling counter service, answering phone call, handling emails, filing and updating documents
Perform safe and professional driving duties for guests and crew members. Shuttle personnel to designated locations at airside/landside to support daily operations (*it is applicable to staff possessing driving license only)
Liaise closely and coordinate with aircraft operators and agents, MROs, service providers and airport’s Control Authorities on flight operation and services requirement
Plan and arrange ramp services to ensure smooth daily operation
Perform ad hoc duties as assigned by Superior

Requirements:

Degree holder with at least 1 year’ relevant experience or Diploma holder with at least 3 years’ relevant experience
Customer-oriented with good interpersonal skill and serving attitude
Initiative, detail-oriented and good team player
Good command of both spoken and written English / Chinese
Holder of valid HK Driving License No. 1, 2 with clean driving record is a plus
Shift duty is required
Candidate with more experience will be considered as Senior Officer – Integrated Service Centre

Senior Officer – Integrated Service Centre

Job Duties:

Perform customer services duties such as meet and greet guests, visitors, passengers and crew, handle VIP flights, and ensure all services are handled professionally and comply with handling guidelines and regulatory requirements
Perform daily administrative duties such as handling counter service, answering phone call, handling emails, filing and updating documents
Perform safe and professional driving duties for guests and crew members. Shuttle personnel to designated locations at airside/landside to support daily operations (*it is applicable to staff possessing driving license only)
Liaise closely and coordinate with aircraft operators and agents, MROs, service providers and airport’s Control Authorities on flight operation and services requirement
Plan and arrange ramp services to ensure smooth daily operation
Assist to coach new joiners and perform DIC duty in absence of Superior
Prearrange, issue and ensure the accuracy of all invoices
Perform ad hoc duties as assigned by Superior

Requirements:

Degree holder with at least 3 year’ relevant experience or Diploma holder with at least 5 years’ relevant experience
Customer-oriented with good interpersonal skill and serving attitude
Initiative, detail-oriented and good team player
Good command of both spoken and written English / Chinese
Holder of valid HK Driving License No. 1, 2 with clean driving record is a plus
Shift duty is required
Candidate with airline lounge or hotel experience is highly preferrable

Training Supervisor – Line Service

Job Duties:

Work closely with the Senior Manager in delivering various training programs in the Line Service Department to ensure programs are fit for purpose.
Develop and deliver training programs to frontline staff to enhance technical knowledge, ramp safety awareness and required service standards.
Conduct orientation sessions, provide on-the-job training for new hires in the department and in-house training and knowledge sharing across departments.
Maintain and update all training materials in line with the Standard Operation Procedure and keep employee training records in good order.
Deliver on-the-job training and competency assessments directly on the apron, including high-risk tasks such as aircraft marshalling, towing/pushback coordination, GSE operation, and refueling support.
Provide real-time coaching and corrective feedback to frontline staff during live operations, reinforcing safety and service standards.
Coordinate the pre- and post-training logistics / administrative duties to ensure smooth delivery of training courses and assist in preparing reports for management review regularly.
Assist in arranging safety inspection / maintenance and procuring replacement Ground Service Equipment and parts to ensure the equipment is complied with OEM, HKIA recommendations and operational service standards.
Assist on audits from external vendors.
Support frontline and ramp operations when necessary.
Perform ad hoc tasks as assigned by Superior.

Requirements:

High Diploma in Aviation, Training & Development or related disciplines.
Minimum 5 years’ hands-on experience in apron/ramp operations, including ground handling, GSE, and fueling support. Training or supervisory experience is an advantage.
Holder of valid Hong Kong driving license code 1, 2, and 18 is essential; code 19 is highly desirable.
Well-organized, self-motivated, attention to detail with strong sense of responsibility.
A team player with excellent interpersonal, communication and presentation skills.
Good command of both spoken and written English and Chinese.
Proficiency in MS Office (Excel, Word and PowerPoint).
This role is apron-based with significant outdoor presence; shift duty may be required to support training across all operational hours.