Cindy Tse, Director of Cabin Services at Sino Jet, spoke with Asian Sky Group about how Sino Jet focuses on customer services to exceed its clients expectations. The company is focused on the quality of services and led by Cindy, who – through Sino Jet Academy – works with cabin crew to ensure every detailed aspect of service is considered.
What are Sino Jet’s strengths in providing service for charter customers?
At Sino Jet, we provide a one-stop solution for management clients for various aircraft types. We do this through our strong operational and maintenance knowledge from different departments, serving our client with a hassle-free experience by continuously communicating and educating our clients.
As management clients are seeking more flexible solutions, especially during this pandemic, using our economy of scale which includes a high number of management aircraft, we are able to provide solutions to clients who would like to switch to minimal operations as aircraft are grounded due to travel restrictions. Additionally, our two 24-hour headquarters in Beijing and Hong Kong are able to operate high numbers of flying hours should the client’ travel patterns picks up.
Can you tell me about Sino Jet’s onboard services?
We believe that today’s workforce will remain in organizations’ as long as they are developing skills and meeting or exceeding their own expectations of personal development. Employees’ motivation is therefore tied to education, training, coaching, mentoring and growth opportunity. At Sino Jet, we develop and nurture each employee on an individual basis, that’s why our inflight service differs from other competitors.
Trainings are greatly implemented with eastern and western elements. For example, Chinese tea art, one of the ancient Chinese arts that has certainly not been forgotten or discarded is the art of making and serving tea. Also, all corporate flight attendants are examined by WSET wine training, where they gain knowledge of wine, spirits and so on. For our inhouse trainings, we develop different creative games to coach and mentor our flight crew (e.g. Point of View). Through this we are able to understand their strengths and weaknesses to enhance the team spirit and performance.
Each year, we set new KPIs in line with our program, collect clients’ feedback, perform regular performance reviews and have regular meetings with our key stakeholders to ensure the quality and expectations are met. We take this all into consideration to ensure Sino Jet’s success onboard.
Sino Jet has always been praised for its excellent service. Have you considered to share your service style?
Yes, this is the reason why we have established Sino Jet Academy to nurture more talent in the professional service industry. Sino Jet Academy is a signature project for education under Sino Jet Management Ltd. and supports our values in the areas of Education, Innovation and Inspiration. We believe in attracting top talent and hope this translates across the industry.
How long has Sino Jet academy been around?
The Sino Jet Academy was launched in June 2019 and we now hold regular monthly classes. Since then, we’ve had lots of enquires from international and local clientele. It is now welcomed by many in the aviation community.
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