Experience

Citybus & NWFB

• Hong Kong
• Ground Passenger Transportation
• 1 - 100 Employee

• • Oct 2022 - Present

• • Jun 2021 - Oct 2022



Cathay Pacific Airways

• Hong Kong
• Airlines and Aviation
• 700 & Above Employee

• • May 2019 - Aug 2021

  Skilled training specialist who's highly effective at conducting group training sessions, focus on delivering premium business class service with extensive aviation industry knowledge.Enthusiastic personality with strong interpersonal and communication skills to build relationships with stakeholders and assess learning needs.Capable of motivating front line employees to provide world class customer experience through creating and delivering value adding learning programs.Key roles and responsibilities - Role modeling for the business core value and service philosophy throughout training programs with a strong desire to help front line staff achieving their potential- Create training manuals and materials for employees according to corporate guidelines and protocols- Train and mentor experienced crew member to fulfill various roles according to the Service Standard- Facilitate an engaging learning environment to motivate staff to achieve service excellence- Introducing latest Service Standard procedures and digital tools (ie. Smart Serve) to help streamlining inflight operation and enhancing OHS- Coordinating hands-on training in mock up classroom to simulate inflight operation for employees to better understand the operational process Show less

• • May 2018 - Apr 2019

  • Prepare and maintain a database of recent service changes i.e. Service Matrix • Review the service procedures on the new aircraft to enable the team to support the cabin crew for a better service delivery. • Maintain service standards and implement new service initiatives in accordance with relevant QA process. • Revise, align, upkeep and maintain the information on inflight service, documented in all service procedures, service manuals, department intranet. • Implementing and conducting service trials in mock-up and inflight; reviewing the trial outcome. • Conduct research, analyse and produce summary reports for service review. •Drafting articles for crew communication on monthly issued newsletter. Show less

• • Sep 2015 - May 2018

  • Promote the brand by delivering world class service, ensure customers' satisfaction by interacting with customers professionally.• Work collaboratively and maintain good communication with multinational crew members to perform all the required procedures, including safety and service duties. • Handle emergency and medical situations, administrate first-aid.• Been trained working in both Business and Economy Class