Many young people are interested in aviation-related jobs, but entering the profession is not easy. The Airport Authority's Airport Ambassador Programme, which provides on-the-job training, helps them achieve their dreams.

The programme launched in 2002, to provide customer service to tourists and airport visitors.The number of applicants has been rising at an average rate of 15% a year. Perhaps this is because prospects for youth ambassadors are bright: 80% of those who completed the programme in the last year have found jobs in aviation or tourism-related fields.

Double happiness: The Airport Authority's General Manager of Terminal Business Henry Ma said the Airport Ambassador Programme not only provides better services for tourists, but also on-the-job training for young people.

Bright prospects

The authority's General Manager of Terminal Business Henry Ma told news.gov.hk there were about 300 youth applicants in the first half of this year.

He attributed the programme's popularity to good feedback from alumni who find it easy to get a job in related fields, including ground service and customer service at the airport, or work in tourism or other service industries.

"The reputation of the programme is good," Mr Ma said.

Each participant must commit to at least six months' service. They first undergo 10 days of training on the airport's basic operations, emergency response and communication skills.

Apart from the youth programme, which offers a stipend, there are volunteer ambassador programmes for seniors and students. The combined ambassador programme generally recruits a total of 170 to 200 people from all three categories each year. This year, it recruited 215 people, including 60 youths and 60 students.

"We want to give more exposure and experiences to the working environment for the youths or students who are still studying. For those elderly retired citizens, we also provide them an opportunity to continue to serve the community," Mr Ma said.

Skills upgraded

Ambassadors are stationed at high-traffic locations throughout the terminals, to offer immediate assistance to passengers in need, answer enquiries, give directions, promote safety messages and assist in special events.

Moria Lau, 21, joined the programme in January after graduating from Form 7. Due to her outstanding performance, she was among the 30% or so of youth ambassadors who are promoted to leaders. They then spend another six months briefing juniors, and distributing jobs to them.

Ms Lau said the scheme helps improve her leadership, team spirit and communication skills.

"I learn to understand the needs of tourists from different places by talking, observing their facial expressions and even body language," she said.

Some visitors look puzzled when they arrive, so Ms Lau remains calm and friendly when helping them. Others in need may be familiar with the airport environment, but ambassadors must be professionals to gain their trust.

Satisfactory experience

Ms Lau has gained satisfaction from her job. She recalls the time a Vietnamese couple arrived in Hong Kong, looking lost. After making many gestures, she was able to make out that they were expecting their daughter to greet them, but did not know where to find her. They finally produced a paper with a Hong Kong number on it. She called, the daughter answered, and Ms Lau was able to get directions and unite the family.

The job is meaningful, she said, but the real challenge is  dealing with the unexpected. To better equip herself,  she studies English and Japanese after office hours with the aid of a government subsidy. She hopes to gain experience and relevant skills to work for an airline after she finishes the programme in January.

The scheme attracts tourists' appreciation, too. The authority has received more than 120 letters complimenting the ambassadors for their enthusiasm and positive action. One passenger expressed his gratitude after an ambassador helped track down a ticket he had lost inside the airport - enabling him to board his next flight.   

With the rising number of passengers, the authority is considering recruiting more ambassadors depending on the demand for customer service.

It will also review the scheme from time to time and strengthen communication with members, to understand their needs and provide recurrent training.

Hong Kong International Airport has been named the world's best seven times, Mr Ma said, noting the ambassadors' contribution to this prestigious honour is significant.