Ka Kit Issac Chan

● Oversee daily operations of the Passenger Services Department, ensuring smooth and efficient service.

● Lead a team in handling departures and arrivals, monitoring performance and conduct.

● Conduct pre-flight briefings and allocate tasks based on special flight instructions.

● Coordinate boarding procedures, manage excess hand baggage, and regulate passenger flow.

● Provide training and coaching for new staff to ensure service excellence.

● Ensure compliance with health and safety regulations for both staff and passengers.

● Assisted global customers with flight reservations, ticketing, and general inquiries.

● Provided after-sales support and responded to customer feedback and compliments.

● Handled Asia Miles and Marco Polo Club membership inquiries.

● Advised customers on oneworld alliance partner policies and benefits.

● Delivered high-quality customer service via phone, email, and online channels.

● Served as an airline representative, assisting passengers from diverse cultural backgrounds.

● Operated various DCS systems, including CM, SITA, Sabre, and TravelSky.

● Managed check-in, boarding gate duties, and multi-tasked during flight disruptions.

● Trained new team members on airline products and operational procedures.

● Coordinated with station control and other departments to maintain on-time performance.

● Provided immediate assistance in handling incidents and irregular operations.