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Human Resource and Development programs can be key components when an organization seeks to revitalize itself and change its organizational culture. (Jon M. Werner,Randy L. DeSimone,2008'Human Resource Development' p.105)
Cathy Pacific Airways has provided a great Human Resource and Development program for their staff, I will focus on Flight Attendant and discuss about their recruitment requirement, training structure, performance management and their added value accordingly in this project.
Cathay Pacific Airways is an international airline which founded in 1946 registered and based in Hong Kong, offering scheduled cargo and passenger services to more than 110 destinations around the world.
Cathay Pacific Airways continue to make substantial investments to develop Hong Kong's aviation industry and enhance Hong Kong's position as a regional transportation hub. Cathay Pacific Airways are also a founding member of the one world global alliance whose combined network serves over 700 destinations worldwide.
Cathay Pacific and its subsidiaries and associates employ over 20,000 staff in Hong Kong. The airline's two major shareholders are both Hong Kong companies listed on the Hong Kong Stock Exchange, as is Cathay Pacific itself. On the other hand, Cathay Pacific is the major shareholder in AHK Air Hong Kong Limited, an all cargo carrier that offers scheduled services in the Asia region, and is a shareholder in Hong Kong Dragon Airlines Limited. Cathay Pacific's vision is to be the world's best airline. Their dynamic team provides the highest quality service so that their customers are happy about choosing Cathay Pacific.
At Cathay Pacific Airways, they pride themselves on providing 'Service Straight From the Heart' to our valued customers. With their aim to make Cathay Pacific the 'world's best airline' and to support the company's operational needs, they invite committed and enthusiastic individuals to join our professional team of Flight Attendants.
Hong Kong Base Requirements:
Permanent Hong Kong resident status.
Minimum age of 18.
Minimum of Grade E in 5 HKCEE subjects (including Level 2 or above in English Language), or equivalent.
Fluency in English and Cantonese is required, Mandarin preferred.
Polished interpersonal skills with a positive and customer-oriented attitude.
Previous experience in the service industry is preferable.
A minimum arm-reach of 208cm and physical fitness to pass the pre-employment medical assessment.
As a Flight Attendants, their Key Responsibilities are listed as below:
Carry out inflight safety and security procedures
Provide excellent customer service which exceeds passengers' expectations
Anticipate and respond to passengers' needs promptly and in a professional manner
To achieve the company's vision, Cathay Pacific would provide training course and teach all their staff to put safety as the first, provide outstanding products and services, and produce superior financial returns and to be a socially and environmentally responsible company.
At Cathay Pacific, our primary focus is on safety and customer service. We operate one of the youngest fleets in the airline industry - over 120 aircraft, including the most advanced models made by Boeing and Airbus.
In order to become completely conversant with all aircraft technical and safety procedures, new Flight Attendants will begin by undertaking an intensive 6-week training programme. Practical sessions take place in an aircraft mock-up. Each team of Flight Attendants must not only perform numerous routine technical and safety procedures before every take-off, but also review all passenger-service related tasks, and ensure that all necessary items for the flight are on board and properly stowed. Flight Attendants practise dealing with all kinds of passenger-service situations, including every possible emergency contingency. After joining our team, you will learn how to think on your feet, be sensitive to the needs of others, and to quickly turn problems into opportunities.
More importantly, the demands of the job and the multicultural team environment contribute significantly to your personal growth. You will also make long-lasting friendships with colleagues from all over the world. In addition, the skills you develop in problem-solving and building teamwork will make you even more mature and independent. This kind of personal development is truly invaluable.
To provide "Service Straight From the Heart"means always responding to passengers in a warm, friendly and professional manner. Can you keep smiling and appear professional at 3am? Are you eager to go to work when everyone else is going to bed? Can you remain calm when you encounter difficult situations and demanding passengers? Are you prepared to work on public holidays, during weekends and special occasions? If you answered "Yes"to all of the above questions, this could be the perfect job for you.
At Cathay Pacific, every flight is an international route, and your roster will include exciting destinations each month. Schedules are calculated in flying hours instead of the number of flights you fly. You will get a mix of long-haul and short-haul flights once you start flying with us, and we provide flying pay and outport allowances as well.
Since 1996, all new Flight Attendants are given a three-year contract. Why? We want to reward you more fairly in view of global market trends. We also want to allow you to reinforce your career decision after three years.
After gaining experience in working in Economy Class, Flight Attendants move on to serve in Business and First Class. Promotion is based on individual performance. Your career follows this path:
Flight Attendant - Flight Purser - Senior Flight Purser - Inflight Service Manager
As soon as your career as a Flight Attendant takes off, you become entitled to a range of benefits, including competitive pay based on flying hours and 21 days of annual leave. You also become eligible for discounted travel, medical coverage, retirement benefits and participating in comprehensive insurance schemes. Plus, you get to explore a world of amazing sights and experiences when you fly with us!
Staff refers to flight attendants and pilot, whose have direct communication and contact with customers. We find all the flight attendants and pilot are patient and responsiveness. They handle customers' requests with pleasure. When facing sudden or special requests of customers, they perform their profession to serve those customers at the shortest time. Also, all the staff has manners. They keep their uniforms neat and tidy, and dress up modestly. Moreover, they always keep smile and give a decent image to customers.
The flight attendant and pilot are willing to be patient and responsiveness to handle customer's requests through the direct communication and contact with customers. It can show that Cathay Pacific is implement a strategy of ISO 9000:2000 Quality Management Principles which is principle 1: Customer Focus, is the firm depend on their customers and therefore should understand current and future customer needs, meet customer requirements, and strive to exceed customer expectations. Moreover, Cathay Pacific is involving the principle 2: Leadership, which is leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objective. So that the staff who in the Cathay Pacific has good manner to keep their uniforms tidy and neat, and always keep smile and decent image to serve customers. It attains the better image for the company. Also, the principle 3: Involvement of People is Cathay pacific to execute, which is the staff at all levels is the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit. Therefore, all staffs in the different level are more important for the Cathay Pacific to achieve their purpose to maintain a highest quality standard to satisfy their customers.