Reports to: Premium Service Strategy Manager- Lounge Experience 

SOP Governance, Maintenance, Audit and Continuous Review

• Maintain all airport premium service and lounge SOPs through regular review, updates, and accuracy checks, ensuring content remains current, operationally feasible, and aligned with corporate strategy and service delivery direction. Monitor changes in business needs, regulatory requirements, safety standards, and customer propositions, and incorporate updates into the SOPs in a timely and structured manner.
• Proactively identify upcoming business changes or customer initiatives that may impact frontline procedures and plan SOP updates accordingly. Collaborate with stakeholders to validate updates and ensure operational alignment across airport teams and lounge operators.
• Ensure all SOPs and supporting documents are well‑organised, version‑controlled, published, and kept in a centralised repository for frontline and cross‑functional users. Support governance processes by preparing materials for SOP reviews, approvals, and cross‑functional sign‑
• Refine and consolidate existing lounge audit criteria into a structured and coherent framework. Develop the lounge audit form and drive its end‑to‑end launch, including digitalising the form to streamline auditing workflows, improve data accuracy, and enable centralised tracking to support continuous improvement.

Project Coordination and Change Management

• Act as project coordinator for strategic airport premium service and lounge initiatives, partnering closely with cross‑functional teams to ensure alignment and timely progress. Coordinate project activities including workstream alignment, timeline tracking, monitoring deliverables, and escalating risks or delays where appropriate.
• Prepare meeting materials for governance bodies such as Working Groups, Project Teams, and Steering Committees, ensuring clarity, accuracy, and alignment with project objectives. Take minutes for project meetings, document key decisions, follow‑ups, owners and deadlines, and track progress until closure.

• Support the project lead with status reports, roadmaps, and dashboard updates to enable informed and timely decision. Maintain accurate, up‑to‑date, and well‑organised documentation, and ensure all project files, minutes, and materials are published and accessible in a centralised repository.
• Support the project lead with status reports, roadmaps, and dashboard updates to enable informed and timely decision‑ Execute effective change management plans and proactive communication to deliver the desired customer propositions.

Continuous Improvement

• Drive continuous improvement by using data and customer insights. Work closely with different stakeholders for various service enhancement and service development projects for airport premium service and lounges.
• Work with the team to identify innovative ways to refine current process. Assist with any other ad hoc department projects, E&A activities, as required.

• University graduate with minimum 3 years of relevant working experience in airline industry.
• Experience writing manuals and service procedures. Good understanding of current service and safety procedures.
• Experience in hospitality, lounges or premium service is an advantage.
• Open-minded and possess a customer-centric mindset. Good analytical ability and able to solve problems creatively.
• Strong interpersonal and communication skills. Ability to promote cross-level and cross-functional collaboration.
• Receptive and responsive to feedback and change. Seizing improvement opportunities.
• Driver for business performance and change. Pursuing innovation for competitive advantage.
• Strong computer skills in MS office (e.g. Excel, Word, PowerPoints, etc.)

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.