Ada Man Shan NG

• Safety leadership (primary duty)
  - Lead and oversee cabin crew in following safety procedures and emergency protocols.
  - Ensure pre-flight checks are completed correctly (equipment, cabin readiness, documentation).
  - Manage crew during abnormal/emergency events using standard procedures and escalation routes.
  - Conduct/confirm briefings and keep cabin crew focused on compliance.
• Cabin crew management & coordination
  Act as inflight supervisor: assign tasks, coordinate roles (galley, doors, special service areas), and manage workflow.
  - Support training/on-job guidance for junior crew as required.
  - Maintain crew performance standards and ensure consistent communication during operations.
• Passenger experience & service quality
  - Ensure service is delivered to Cathay’s service standards, including coordination across cabin areas.
  - Handle service recovery: resolve complaints, manage disruptions professionally, and restore passenger confidence.
  - Provide leadership and oversight for special requests and passenger needs (e.g., assistance, dietary, accessibility—within policy).
• Communication & reporting
  - Deliver required announcements/coordination with cockpit and within cabin.
  - Maintain appropriate records/reports after incidents or irregular operations as required.
  - Liaise with Purser/crew management structure according to airline procedures (handover at end of flight, duty reporting, etc.).

As a section leader, I oversee other flight attendants in my section and ensure safety and comfort of passengers. I am the first point of escalation in event of any passenger or service-related issues for section under my management.

Achievements

• Well-liked by both colleagues both juniors and seniors, as evidenced by high ratings received from peers.
• Recognised by passengers for professionalism and for going extra mile in numerous personal commendation letters sent to airline.

Working as team with other flight attendants and flight pursers to provide friendly, professional and responsive customer service while creating pleasant and comfortable environment for passengers before, during and at the conclusion of each flight.

Achievements

• Fast tracked to Flight Purser in recognition of consistent outstanding performance.

Being first port of call for Selfridges' customers in connection with issues relating to sales, order tracking and after-sales service.

Key responsibilities

• Attending to customer enquiries in timely and professional manner.
• Evaluate problems and complaints of customers and provide proper solutions to them.
• Making relevant notes from customer interactions.

Assisting customers with any issues in connection with telephone banking services.

Key responsibilities

• Attending to customer enquiries in a timely and professional manner.
• Research needed information using available resources.
• Promoting and cross-selling relevant products to customers.

Provision of airport ground service support to partner airlines such as EasyJet, Thomas Cook and British Midlands (BMI).

Key responsibilities

• Assisting passengers with checking in and boarding in accordance with the requirements applicable to the relevant destination and relevant airline partner.
• Attending to passenger queries and resolving complaints in accordance with the relevant company procedures.
• Assisting customers affected by flight disruptions in a timely and efficient manner.