Moon Wu

Operation Manager - Jeju Air (Outstation) - Hong Kong

(2023-11)

Manager (Feb 2024 – Present)
Operation Supervisor (Nov 2023 – Feb 2024)
Negotiated vendor SLAs and hosted monthly performance reviews with GHAs, ensuring aligned service delivery, operational efficiency, and strict adherence to safety and compliance standards.
Conducted refresher training for GHA check‑in staff, including supervisors and agents, to strengthen service quality, compliance, and passenger handling efficiency.
Delivered operational updates to airline headquarters and managed irregular operations with minimal disruption.
Drove end‑to‑end outstation operations for midnight flights, overseeing passenger services, ground handling, and cargo loads exceeding 2,000kg with strict compliance to safety and weight distribution standards.
Launched lean strategies across four ground handling units, coordinating with partners, customs, and airport authorities to cut aircraft ground time by 5-10 minutes per turnaround while maintaining seamless operations, zero safety incidents, and full compliance with international aviation standards.
Spearheaded relocation of Jeju Air HK check‑in from Terminal 1 to Terminal 2 (June 2026), achieving ~15% reduction in rental costs while maintaining uninterrupted passenger service.

Passenger Services Supervisor - Hong Kong Airport Services (HAS) - Hong Kong

(2012 - 2023)

Supervisor (2022 – 2023)
Service Leader (2015 – 2022)
Passenger Services Officer I (2013 – 2015)
Passenger Services Officer II (2012 – 2013)
Supervised and coached a team of 100+ staff, and served as on‑job trainer and system tutor for nearly 10 years, delivering structured training sessions attended by supervisors and managers.
Directed daily passenger flow management for 3,000+ travelers across multiple international airlines, launching surge‑handling strategies that maintained seamless check‑in and boarding for thousands per hour on Hong Kong's home‑based carriers, achieving peak‑demand efficiency with zero service disruptions.
Frequently served as Desk Duty Supervisor, acting as operations hub — managing manpower redeployment, sick leave reports, and official communications with immigration, airline personnel, and other stations.
Ensured operational continuity under extreme conditions by verifying COVID‑19 health documents and managing flight disruptions during typhoons and rainstorms, while directing passenger check‑in, boarding, and arrival procedures across counters, gates, halls, in‑town facilities, and transfer desks to maintain seamless service delivery.
Delivered exceptional customer service by handling special assistance cases and resolving escalated issues, earning formal appreciation letters from both the company and passengers for professionalism and service excellence.

About