Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Pak Ho Graham (Paco) VONG

Pak Ho Graham (Paco) VONG

Summary

Customer service expert with 20+ years in team management and decision-making, known for quick response to unexpected situations. Skilled in training new employees on services, products, and systems. Consistently ranked in top 1% of performers at Cathay Pacific Airways for a decade. Being observant, proactive, genuine and intuitive to accommodate customers and teammates’s needs.


Driven professional with knack for leadership and problem-solving, bringing strong organisational and communication skills. Demonstrated ability to manage teams and projects with focus on productivity and collaboration. Committed to driving positive outcomes and fostering supportive work environment.

Overview

20
20
years of professional experience

Work history

Assistant Manager

The Real Greek - Manchester
03.2024 - Current
  • Streamlined operational management by fixing rota and optimising manpower allocation.
  • Supervised and coached staff to enhance performance and teamwork.
  • Trained new managers across multiple sites to ensure consistency in operations.
  • Managed finances by placing orders and controlling costs effectively.
  • Reported directly to area managers weekly to provide updates on operations.
  • Resolved customer complaints promptly, restoring trust in brand reputation.
  • Monitored sales performance, adjusting strategies as necessary to meet targets.

Senior Cabin Crew Member

Scandinavian Airlines (SAS) - London
03.2023 - 03.2024
  • Managed entire cabin operations, focusing on business class service excellence.
  • Coached junior team members to uphold safety and service standards.
  • Resolved ad-hoc situations, minimising impact on company and passengers.
  • Conducted briefings, delegated tasks, and provided constructive feedback.
  • Communicated with various departments, suggesting improvements and reporting incidents.
  • Maintained detailed records of incidents during flights, ensuring adherence to reporting protocols.
  • Ensured strict compliance with aviation regulations for reliable operational records.

First Class Senior Cabin Crew,Trainer & Ambassador

Cathay Pacific Airways
06.2005 - 01.2022
  • Selected as first class cabin ambassador for 5-Star airline Cathay Pacific Airways. Trained other first class cabin crew for new service procedures and updates.
  • Completed wine and premium service training organised by Yates+Partners.
  • Managed, coached and trained junior cabin crew members to uphold service and safety standards.
  • Made decisions to address ad-hoc situations, minimising impact on company, colleagues, and customers.
  • Communicate with different company departments, conducted briefings, delegated tasks, and provided feedback to team members as necessary.

Education

Bachelor of Arts in Architectural Studies -

The University of Hong Kong
/2002 - /2025

Skills

  • Leadership proficiency
  • Communication excellence
  • Retail operations understanding
  • Supervisory expertise
  • Recruitment and hiring practices
  • Customer relationship building
  • Marketing strategies
  • Finance management
  • Time management mastery
  • Proactive initiative taker
  • Promotions execution
  • Compliance awareness
  • Effective delegator
  • Task prioritisation
  • Staff management
  • Staff scheduling
  • Staff mentoring
  • Profit and Loss Analysis
  • Excellent communication
  • Customer Service
  • Cultural awareness
  • Leadership skills
  • Interpersonal communication

Languages

English
Fluent
Japanese
Intermediate
Chinese (Cantonese)
Native
Chinese (Mandarin)
Native

Timeline

Assistant Manager

The Real Greek - Manchester
03.2024 - Current

Senior Cabin Crew Member

Scandinavian Airlines (SAS) - London
03.2023 - 03.2024

First Class Senior Cabin Crew,Trainer & Ambassador

Cathay Pacific Airways
06.2005 - 01.2022

Bachelor of Arts in Architectural Studies -

The University of Hong Kong
/2002 - /2025
Pak Ho Graham (Paco) VONG