A newsletter for partners and friends of ... - Cathay Pacific 26.pdf · Cathay Pacific Airways recently announced the ... • helping 30 Tung Chung youths with interview ... A newsletter

Issue 26 • June 2010

A newsletter for partners and friends of CPCS whom we cherish.. .

2 F o o d F o r T h o u g h T


CATHAY PACIFIC CATERING SERVICES

11 Catering Road East, Hong Kong International Airport, Lantau, Hong Kong

Telephone : (852) 2116 2288 Fax : (852) 2765 7355 Sita : HKGHMCX

We welcome your comments on our newsletter. Please contact Sarah Au at

Telephone : (852) 2116 2013 Fax : (852) 2765 7355 Email : [email protected]

C o n t e n t sIssue 26 • June 2010

p.3 CEO Message

p.4 CPCS – Hong Kong New Vision

p.5 Organisation Development Project-CPCS Hong Kong

p.5 CX 2009 Best Caterer Diamond Award and the 2009 Most Improved Caterer

p.6 5 Years Plus Caring Company Award

p.6 The Best National Cold Table & Hot Cooking Award

p.7 Spring Cocktail Reception 2010

p.7 Welcome Back - Shenzhen Airlines

p.7 Welcome Kartika Airlines

p.8 Making the Impossible POSSIBLE

p.8 New Commercial Manager Onboard

p.9 New Faces in the Customer Services Department

p.10 Bringing Hotel Desserts Onboard

p.10 City and Guilds Diploma Certificate Bakery II

p.11 Trip with UNICEF to Kenya – Vincci Ngan

p.11 Trip with UNICEF to Ethiopia – Kenneth Luk

p.12 Business Development in CPCS-Taipei

p.12 New Deputy General Manager (CPCS-Taipei)

F o o d F o r T h o u g h T 3



CEO Message

Alex Chau, CEO

As the unemployment rate starts to decline, with the lowest rate in evidence since the fourth quarter of 2008, it is hoped that 2010 will be a year of recovery and continued growth for the Hong Kong economy.

Similarly, we are seeing the aviation market continue to rebound during the first months of 2010, both in cargo and passenger segments amid improving economic and trade activity. Airlines globally are undergoing a surprisingly strong recovery with Asian and Latin American carriers leading the way. Passenger demand is expected to grow about 5 percent or more for the year, while cargo demand could see double-digit percentage growth.

Whilst this is all good news, with overall economic growth forecast to be around 3.5%, a word of caution must prevail as this rebound is unlikely to be significant enough to return to the pre-crisis levels of 2008 just yet and rising fuel costs will continue to be a dampener on growth.

Greece's fiscal crisis also creates a degree of uncertainty as speculators become wary of investing in high risk economies, with concern also spreading to other euro-zone countries as

their governments must tackle large national debts to restore market confidence. These events will undoubtedly impact Asia as public spending and overseas trade in these European countries will significantly reduce.

An additional cloud on the horizon, metaphorically speaking, is the continuing uncertainty for Europe’s air travel industry as a result of the continuing impact caused by the Icelandic volcano eruption. Hundreds of flights are threatened with cancellation and thousands of inbound and outbound passengers will be disrupted, adding further challenges to economic recovery. As a catering services provider to the aviation industry, we are facing those same challenges.

However, we must all hope for the best whilst preparing for the worst and whatever the challenge, be it positive or not, CPCS will always strive to provide the best quality and services to our valued customers.

I would like to express my heartfelt thanks to you all, our customers, sister kitchens, suppliers and staff, for your continued support to CPCS throughout the year as we look forward to another successful period in our history together.



A volatile global economy, emergent food processing technology and intense competition all demand that what was an acceptable mode of operation for yesterday will not be good enough for tomorrow.

Consequently CPCS conducted a series of management workshops involving the whole management team, to revisit and develop a new Vision, Mission and Values (VMV) to guide leadership and operational behaviour in order to prepare for a new future.

Vision To be the most valued catering services partner in Asia; we focus on quality and creativity to support our customers in achieving their ultimate goals.

Mission• Strive for the highest quality and safety standards

throughout the supply chain. • Research and develop innovative solutions for the mutual

benefit of all business partners.

• Simplify our systems and processes to make it easy for our customers.

• Pursue sustainable business growth to maximise returns on investment.

• Engage and develop our people to excel. • Develop environmental and corporate social responsibility

leadership.

Values• Caring • Respect • Excellence • Adaptability • Teamwork • Ethics

To fulfill this direction we need to collaborate effectively with all our key stakeholders as our strategic objectives flow directly from our Vision and Mission statements.

New VisionCPCS – Hong Kong




To provide a high quality and caring service to our customers and stakeholders, a committed and well-trained team is critical. Under this premise we have recently launched the Organisation Development Project; a major initiative to improve our organisational effectiveness and be more customer focused.

The programme engages all CPCS staff and the focus will be to ensure that the organisation is responsive to the environment it operates in and its internal capacity matches its strategic mission. The whole workforce will go through diagnostic work (understanding where we are and where we wish to get to) and intervention work (identifying action and people to help move to where we wish to get to). Last but not least, mobilising the whole company to own the intervention requires the buy-in of the workforce and people development.

A corporate champion team was formed as a think-tank to drive and promote Vision, Mission and Values deployment across all levels of staff. One of the activities organised by the champion team was Manager Service Day on 30 April 2010. All CPCS managers took turns to serve in the staff canteen to promote CPCS values of ‘Caring’ and ‘Respect’. Activities will be rolled out each month to inspire all CPCS staff to embrace the VMV.

Organisation Development Project-CPCS Hong Kong

Cathay Pacific Airways recently announced the results of their Caterers Performance Recognition Programme (CPRP) for 2009 and CPCS is delighted that the quality of our catering services has been recognised with two prestigious awards.

2009 CPRP Awards

Best Caterer 2009 – Diamond Award• the caterer achieving the highest overall score

Most Improved Caterer 2009• the caterer whose score has improved the most year on year

A boat trip was arranged on 28 April 2010 for the CX and CPCS teams to jointly celebrate. The awards were presented by Mr. Charles Grossreider (Manager, Catering Services - Cathay Pacific Airways) to Mrs. Jenny Lam (General Manager - CPCS). A commitment to maintain these high standards was agreed with a series of ‘working together projects’ implemented to achieve continuous improvement objectives.

CX 2009 Best Caterer Diamond Awardand the 2009 Most Improved Caterer

Our Management Team shows “Caring & Respect” in the staff canteen

Group picture taken on Manager Service Day

Left : Most Improved Caterer Award 2009Right : Best Caterer 2009, Diamond Award

From left: Mr. Charles Grossreider (Manager, Catering Services - Cathay Pacific Airways), Mrs. Jenny Lam (General Manager - CPCS), Mr. Michael Pratt (Manager, Purchasing - Cathay Pacific Airways)




In April this year, our Cook 1, Chris Ho was nominated to join the Hong Kong Culinary National Team in the Food and Hotel Asia Culinary Challenge (FHACC) held in Singapore. Before heading to Singapore, she had the opportunity to learn from professional chefs through 3 months of training; practicing preparation, testing and meal tasting. The team was required to prepare a three-course lunch service for 80 guests and a cold table display. Congratulations to Chris and her teammates, who won silver medals for The Best National Cold Table Award and The Best National Hot Cooking Award!

“It was my honour to represent Hong Kong and participate in the FHACC. Our team members came from different areas of the food and beverage industry. It provided me with the opportunity to hone my skills and learn from other participants. I’ll encourage our cook trainees to join similar competitions to get international exposure."

Chris Ho joined CPCS in 2006 as a Cook Trainee and in 2008 was appointed as Cook 1, with responsibility for the Cold Production Kitchen. During 2007-2009, Chris participated in various culinary competitions and won different awards including the Merit Award (team) in the Norwegian Seafood Young Chefs Challenge and Bronze Award (Western Cuisine-Vegetarian) in the HOFEX Hong Kong International Culinary Classic.

The Best National Cold Table & Hot Cooking Award

CPCS has once again been nominated by Hong Kong Sheng Kung Hui Tung Chung Integrated Services and awarded by the Hong Kong Council of Social Service the “5 Years Plus Caring Company” Award for the seventh consecutive year.

The award attests to CPCS consistent support for various community services in Hong Kong, especially in the Tung Chung community, and also reflects the encouragement we give to staff to participate in volunteer work for the betterment of society.

In 2009, CPCS staff was involved in a variety of community services that included• helping 30 Tung Chung youths with interview techniques • distributing 500 lunchboxes to seniors, children and low-

income families• serving 50 seniors on Mid-Autumn Festival • organising an Elderly Day to serve more than 100 seniors

We are proud to be a Caring Company and we pledge to continue giving back to the community whenever we can.

5 Years Plus Caring Company Award

Our Personnel & Training Manager, Kuby Hong(third from right) represented CPCS to receive the 5 Years Plus Caring Company Award

CPCS staff had a great time with over 100 seniors on Elderly Day

Chris Ho (far right, first row) and her culinary national teammates



F o o d F o r T h o u g h T 7F o o d F o r T h o u g h T 7

CPCS celebrated its annual spring cocktail party on the 23rd February with over 300 guests in attendance, including our customers, partners and friends from the airport community.

The Year of the Tiger theme extended to the visual and culinary elements of the event, with traditional Chinese paper cut silhouettes, rainbow calligraphy and international

Spring Cocktail Reception

Welcome Kartika Airlines We are pleased to welcome Kartika Airlines(3Y) as a new customer and look forward to a long and lasting relationship.

Kartika Airlines is one of Indonesia’s local airlines and is headquartered at Jakarta’s Soekarno-Hatta International Airport. It targets middle to upper class customers. Kartika’s modern fleet uses Boeing 737 and MD and covers a network of 7 destinations. CPCS has been providing catering services to 3Y on its Hong Kong to Manado route six times a month since the service commenced on the 24th January 2010.

Welcome Back - Shenzhen Airlines In March, Shenzhen Airlines (ZH) returned to CPCS for its inflight catering. It is the second mainland-based carrier to establish business with CPCS.

Shenzhen Airlines was founded in November 1992 and entered into service on 17th September 1993, specialising in air passenger, cargo and mail transportation.

Currently ZH operates two flights daily between Hong Kong and Jinjiang (Quanzhou, China) with CPCS providing full catering for its ex-HKG flights.

savouries. Guests tucked into freshly prepared food including “Marine Supreme” soup, designer sushi and shucked oysters that were all greatly appreciated. Guests also received specially made XO sauce with salmon, hand-made sesame jujube and peanut pastry as souvenirs. We appreciate the efforts of all CPCS staff and guests whose support and participation made the evening truly enjoyable and memorable.

2010From left : Alex Chau (CEO - CPCS), Shogo Matsuura (Station Manager - All Nippon Airways) and Masahiko Asano (General Manager-HK & Macau - All Nippon Airways)

Kevin Kwong (Senior Customer Service Officer – Malaysia Airlines) and Mrs. Jenny Lam (General Manager – CPCS)




CPCS is delighted to announce the appointment of Richie Li as the new Commercial Manager effective May 2010. Richie graduated from Les Roches Hotel Management School (Swiss Hotel Association) Crans-Montana, Switzerland in 1988 and has a Master's degree in Management from the University of Hong Kong. Richie is married with two children and leads a full and contented family life.

He joins us from Hong Kong Disneyland, where he was the Food and Beverages Manager, and has an extensive F&B and management background with over twenty years experience with major international corporations.

Richie’s leadership style is democratic and participative, welcoming new and creative ideas and always believing that

no problem is insurmountable. He is a team player, results focused and strongly committed to staff development - all qualities that fit with the CPCS values and work ethic.

His vision in CPCS is to create a supportive working environment through teamwork to meet challenges posed by the internal and external environments, in order to provide benefits to our customers and achieve company goals. He is very proud to be part of the CPCS team and is dedicated to promote CPCS as the most valued catering services partner in Asia.

New Commercial Manager Onboard

Leo Chan was educated in Hong Kong and after graduating from the Hong Kong Baptist University with a major in applied biology, Leo joined CPCS on our supervisor trainee programme in 1995.

After completion of the two-year training programme in the Operations Department, Leo commenced the role of handling interlines. In 2008, after obtaining a Master’s Degree in Business Administration from Hong Kong Polytechnic University, he was appointed to manage the Cathay Pacific Airways outbound teams and in March 2010 was promoted to Operations Manager overseeing the entire Operations Department of around 800 staff.

Making the Impossible

POSSIBLEWe understand that CPCS was your first permanent job. What makes you commit to a company for over 15 years?“CPCS is a caring company and a big family with lot of opportunities. I can learn new things and face different challenges along my career path here. With the ever-changing air l ine business environment tr iggering on-going improvements in CPCS, I can explore my potential and continue to improve for the new challenges ahead.”

What is your management style and what is your greatest achievement in the past?“I am a frank and open-minded person who respects staff opinions and encourages staff involvement. On that account, I maintain good relations with my subordinates, and gaining their support to facilitate the smooth running of the operations team is my greatest achievement and my source of job satisfaction”.

What will be the challenges in your new role?“The greatest challenge will be leading a big operations team to achieve operational efficiency while maintaining quality service. An unpredictable economic environment and future expansion will be other challenges along the way and I shall do my utmost to meet all new challenges and keep the company on the path of sustainable growth.”

Leo Chan, the new Operations Manager

Richie is enthusiastic about his new role at CPCS!




Customer Services Manager – Sarah AuIn 1988, as a fresh graduate from university, Sarah joined a telecommunications company as a Customer Service Executive. Sarah has now been working in the Customer Service (CS) field for over 20 years, with experience in the telecommunication, motor, retail and logistics industries. She gained her first managerial post in 1993 and joined CPCS after many years with DHL Express.

Sarah has seen the customer service role change from reactive complaint and enquiry handling to proactive customer relationship management; from a purely “cost centre” concept to revenue generated “profit centre” through up-selling and cross-selling. Customer service staff must now be more proactive and flexible in dealing with different customer demands, enhance their problem-solving skills and develop a customer focus mind-set.

Sarah likes to learn new things and strives for continuous improvement. She has enrolled in different training courses throughout the years and completed her Master’s degree in Business Administration in 2000. Cooking, exercising and playing with her kids occupies most of her leisure time. Sarah commits to inject new ideas on managing the CPCS Customer Service team and to instill a can-do cultural spirit in our big family.

in the Customer Services DepartmentAirline Account Manager – Kenneth LukJoining CPCS in August 2007 as a Supervisor Trainee, Kenneth was promoted to Airline Account Manager in May 2010. Having gained a solid background in catering operations, Kenneth is now looking forward to applying that knowledge and experience and increasing the satisfaction of our interline customers.

“An excellent customer service means listening to your customers intently and having the ability to satisfy customers' wants as well as needs to the best of your ability. We have to take ownership of customers’ accounts and show our appreciation for their business. This is how we will achieve mutual trust with the customers,” said Kenneth.

As an Airline Account Manager, Kenneth will serve his customers with enthusiasm and service from the heart. Kenneth’s customer portfolio includes Singapore Airlines, Malaysia Airlines, Qatar Airways, EL AL Israel Airlines, Emirates Airlines, Ethiopian Airlines, Kartika Airlines, Royal Brunei Airlines, Royal Jordanian Airlines, Turkish Airlines, Aeroflot Russian Airlines and Metrojet. Kenneth holds a degree in International Shipping and Transport Logistics from Hong Kong Polytechnic University. His hobbies include soccer, basketball and Thai boxing.

New Faces

Sarah joins CPCS with her service heart

Kenneth commits to deliver high quality services to our customers

1 0 F o o d F o r T h o u g h T



CPCS is the first catering sector company in Hong Kong to enroll its staff in the “SCOPE” programme at City University, Hong Kong in 2009. Six of our graduate Cook Trainees attended a bakery training course, successfully completed both the theoretical and practical examinations and obtained their diplomas.

The graduate Cook Trainees are:

Mr. Ben Tang (Graduated 2009), who presently works in bakery section

Ms Beatrice Ho (Graduated 2009), who presently works in pastry section

Mr. Denis Tsui (Graduated 2007), who presently works in pastry section

Ms Lau Po Man (Graduated 2010), who presently works in pastry section

Ms. Catherine Chan (Graduated 2008), who presently works in bakery section

Ms Chris Ho (Graduated 2008), who presently works in cold production section

Joining us in January 2010 from the American Club, CPCS welcomes pastry chef Henry Kan, who is responsible for managing the dessert and fruit room and assisting with our cook-book development, meal presentations and the creation and design of new menus.

Born in China, Henry commenced his bakery career in 1985 and further developed his skills at the Hong Kong Hilton Hotel, Hotel Furama, Hong Kong Hotel, Island Shangri-la Hotel, Aberdeen Marina Club, Hotel Miramar and the American Club.

His passion for pastry is demonstrated by his desire to learn; he joined an overseas training course in Switzerland to study pastry and chocolate. His professional skills as a pastry chef have been recognised through his bronze award from HOFEX.

Henry loves to invent new desserts. “I use my heart to create new desserts. I love simple but tasty desserts. To make a simple dessert look attractive and tasty is an art. I like to search for creative ideas when making desserts and I browse for cookery news on websites. I love to visit different restaurants and hotels to try their buffets and stimulate my ideas for creating new dishes”.

By joining CPCS, Henry has committed to bring innovative hotel dessert concepts to in-flight catering and his primary objective is to match the quality standards on board with those achieved in hotel kitchens through texture, taste and appeal.

Welcome Henry, to the CPCS family!

Bringing Hotel Desserts Onboard

Diploma Certificate Bakery IICity and Guilds

Henry brings new ideas on pastry to CPCS

From left : Ben Tang, Beatrice Ho, Denis Tsui, Lau Po Man, Catherine Chan, Chris Ho

F o o d F o r T h o u g h T 1 1


In March, Vincci joined the Change for Good Field Trip to Kenya with 12 other Cathay Pacific colleagues. Spending six days in the field and interacting with Kenyan children located around Nairobi and Mombasa, she was greatly inspired by the volunteer work conducted by UNICEF with local communities and the way it has helped to change the living standards of children and mothers. “I was exceptionally impressed when I met street kids who were having a cooking class at the Drop-in Centre. By sharing my experience in CPCS, I encouraged them to reach for their dreams and be great chefs one day!”

With the assistance provided by UNICEF, the children learn life skills such as carpentry, cooking and dress-making. Nevertheless, food and water shortages are a constant hardship from the effects of continuous droughts and Vincci felt an overwhelming urge to provide more assistance. “Let's join hands to end the poverty and make a brighter future for the underprivileged children!”

The Change for Good Field Trip has been providing funding to UNICEF Ethiopia for a number of years and Kenneth Luk joined other Cathay Pacific staff on a field trip there. “It is really a God-given opportunity for me to visit Ethiopia to see how the money has been spent and the significant impact it has had on the Ethiopian people” commented Kenneth.

Kenneth Luk

Vincci Ngan

Trip with UNICEF to Ethiopia –

Trip with UNICEF to Kenya –

During the field trip, a number of primary and secondary schools were visited, providing the opportunity to observe classes in action and to interact with children and teachers on education, water and hygiene issues.

Kenneth summarised his feelings as follows: “I feel very privileged to have been able to go to Ethiopia and meet with children and women who struggle everyday with difficulties that are almost unimaginable to people in developed countries. What we saw, what we heard and what we did there was probably something that I would not have come across in my life had I not gone to Ethiopia with UNICEF. The most meaningful part of the trip was learning how they survive without sufficient resources and this makes me want to complain less and give more. I hope that I can encourage my family and my friends to join UNICEF’s mission to make education a reality for children throughout the world”.

Vincci(second from right, second row) had an unforgettable trip to Kenya

Kenneth enjoyed time with the kids in Ethiopia


At CPCS-Taipei (TPE), the business of institutional catering services has been long established. After the opening of the Sky Bakery in the maintenance park of China Airlines last May, the first ever home-made moon cakes were produced for last year’s Moon Festival. Last Christmas saw the promotion of the “Festival Set Meal” and the introduction of a very traditional Taiwanese dish: “Buddha Jump Over the Wall” (a double-boiled dish with chicken stock containing more than nine ingredients) that proved to be extremely popular. On 16 April, home-made shell cake (commonly known as pineapple cake but in the shape of a sea-shell) and exquisite handmade chocolates celebrating Mother’s Day, both in gift boxes, were put on the market. On 15 June 2010, the long-planned restaurant, China Pacific Gourmet Lounge – Gate 5, was soft-opened at the Taoyuan station of the Taiwan High Speed Rail, around a 15-minute drive from the airport.

Mr. Tim So, who acted as Operations Manager, in CPCS-Hong Kong, succeeded Mr. Henry Lu as Deputy General Manager of CPCS-TPE with effect from 1st June 2010. With his expertise and vast experience in in-flight catering management, CPCS-TPE will benefit from an efficient and effective operational performance. Welcome aboard, Tim.

New Deputy General Manager (CPCS-Taipei)

Buddha Jump Over The Wall

Shell Cake Gift Box

Handmade Chocolate Selections

Business Developmentin CPCS-Taipei

New Deputy General Manager - CPCS Taipei, Tim So


Documents

A newsletter for partners and friends of ... - Cathay Pacific 26.pdf · Cathay Pacific Airways recently announced the ... • helping 30 Tung Chung youths with interview ... A newsletter