Cathay Pacific Crew Service Excellence Officer

Nizar Jallouli

Cathay Pacific  Crew Service Excellence Officer

Key Responsibilities

Cabin Crew's Career Journey administrative supports

  • Support AM, CCSE and CCSEE to assign new joiners to a designated CCSELR to ensure they received the appropriate support from SET
  • Responsible for communicating with new joiners for any administrative related issues
  • Plan and support the logistic of the SET Orientation Day, End of Training Talk, etc. Provide necessary on-site support during the events
  • Manage the interactive engagement platform and consolidate data for record
  • Prepare and generate data for CCSELR for probation and contract evaluations
  • Liaise with GBS to prepare probation letters and contract renewal documents
  • Plan and organize the new probation passing events at Headland

Service Excellence Team Engagement supports

  • Prepare roster pre-assignment for all the crew engagement events, i.e. promotion discussion and Rapport Hour
  • Prepare name list and name badge of each event and update the attendance record
  • Prepare analytical reports for the CCSEMs and keep track of the engagement log on a weekly basis
  • Support CCSELR in managing the Service Excellence Check-in bookings from Cabin Crew
  • Prepare and generate post-engagement event surveys for CCSEMs

Provide performance management supports:

  • Provide performance management support to the entire Service Excellence Team
  • Working closely with SEEP Team, handling the performance data and follow-up cases and distributing to the respective team
  • Support CCSEMs to manage the recognition messages in the SEEP Portal. Ensure a timely recognition is sent to the relevant crew.
  • Analyze performance data and assist CCSEM in identifying cabin crew who needs further support
  • Ensure performance discussion record is uploaded into PHUB and SEEP

Other duties:

  • Prepare monthly internal rosters and handling of roster changes for CCSELR and CCSER
  • Support CCSELR in uploading personal records to ECM
  • Manage venue booking for orientation, probation, contract renewals, team meetings, etc.
  • Ensure a neat and tidy engagement area for cabin crew
  • Prepare analysis and cost report on manpower arrangement in SET
  • Assist in the budget preparations for CCSEM


  • Customer-oriented, attention to detail with good planning and organizing skills
  • Positive and proactive, with a strong sense of responsibility
  • Excellent team player and good communication skills (verbal and written) in English and Chinese
  • Computer literacy, e.g. Excel, PowerPoint, MS Word

Apply here

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