Cathay Pacific is a globally respected international airline and the home carrier of Hong Kong. Renowned for its exceptional inflight service, the airline consistently enhances the travel experience for its passengers. Cathay upholds high standards in all operations, including wine and beverage service and its focus on quality and customer satisfaction makes it a leader in the industry.
Learn how Cathay Pacific’s cabin crew gained expert wine knowledge through WSET training, enhancing premium service at 35,000 feet. ↓
Photo credit: Cathay Pacific Airways Limited
A quote from Ronald Khoo - Wine, Spirits & Beverages Manager for Cathay Pacific
The challenge
To enhance the inflight team’s service quality and distinguish themselves from competitors, the goal was to have at least 300 WSET-trained wine ambassadors across their global network allowing them to have at least one WSET-qualified cabin crew member on each long-haul flight.
The solution
Cathay Pacific launched an initiative to certify cabin crew as Cathay Wine Ambassadors. As part of this initiative small groups took the WSET Level 2 Award in Wines as a three day course, minimising disruption to staffing. This will equip 300 crew members with the skills and knowledge to enhance passengers’ inflight experience.
The results
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Increased product knowledge and customer service: Since 50% of the samples in the course were from Cathay Pacific’s First and Business Class wine lists, crew are now better able to talk about wines with their guests.
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Recognition as Cathay Wine Ambassadors: Trained crew are designated as Wine Ambassadors, and have opportunities for one-on-one training with winemakers and to attend wine events.
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Globally recognised qualifications: Cabin crew receive a certificate in their name, adding a valuable skill set to their CVs.
"Growth starts with a confident and knowledgeable staff base. Our training provides relevant knowledge and upskilling for our team to succeed. This supports business growth, staff retention, and satisfaction.”
— Ronald Khoo, Wine, Spirits & Beverages Manager
WSET Level 4 Diploma in Wine and Spirits
Certified WSET Educator
Photo credit: Cathay Pacific Airways Limited