How youll help us Keep Climbing (overview & key responsibilities) At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience. Do you thrive in making in-person connections and enjoy making others feel welcomed? As a Red Coat, you’ll represent Deltas industry-leading hospitality by providing a flawless and memorable travel experience for our customers. You play a key part in keeping our brand strong by demonstrating strict adherence to uniform compliance, maintaining professionalism, and exhibiting a positive attitude inside and outside of work.Red Coats provide outstanding customer service. Assist our customers with their travel needs, including conflict resolution. They can explain available alternatives to ensure a more efficient airport experience for all customers. Red Coats support leadership to drive operational excellence and reliability, ensuring irregular operations are handled in a caring and efficient way.Summary of responsibilities (not comprehensive of all tasks): Provide operational leadership and guidance for team members to drive operational excellence and customer experience. Effectively coordinate and monitor all aspects of the operation, including both above and below wing. Interact with customers both at check-in, throughout the airport and while boarding their flights. Assist customers during service recovery (e.g. customer engagement, rebooking needs). Resolve problems and conflicts for customers, team members, and operational partners. Build and maintain positive relationships with vendors and business partners and peers. Successfully complete Functional Above Wing and Red Coat training classes. Practice safety-conscious behaviors in all operational processes and procedures.
What you need to succeed (minimum qualifications) Must be at least 18 years of age and has authorization to live and work in Hong Kong at the time of application. Must be proficient in English and Chinese. (Cantonese is essential, and Mandarin will be an advantage.) Must be able to read, write, and comprehend detailed job instructions. Must have strong listening and communication skills in order to identify customer needs and to provide directions appropriately. Ability to use digital tools and systems required for daily work activities. Understands and adheres to airport security protocols and procedures to protect customers, staff and property Holds a strong understanding of the operation, industry and what it takes to be competitive in the airport environment Ability to collaborate with team members and peers to achieve organizational goals Supports team members in development and growth opportunities Ability to maintain composure during shifting responsibilities, managing resources to maintain operational excellence Use motivation skills to engage team members to achieve goal-directed behaviors Applies sound business judgement and situational awareness to support operational decisions and customer interactions Must be fit to lift bags or items weighing between 50 and 70 pounds, walking long distance and stand for a long period of time Must be able to pass a pre-employment background check. Embraces a diverse people, thinking and styles. Consistently prioritizes safety and security, of self and others, and personal data. Ability to work a fixed and/or rotating schedule, including early morning, afternoon, evening, overtime and in weekend and public holidays when required. Willing to travel overseas for meetings and training, as well as supporting other stations.
What will give you a competitive edge (preferred qualifications) Working knowledge of Delta computer systems, operational policies and proceduresMinimum 3 years of airport customer service experience