Chief Manager- Service Design Development & Standards
Role Level:
CXO-4
Job Purpose
This job entails developing, implementing, and maintaining end-to-end hospitality standards and procedures for in-flight service with a view to being the top airline globally.
Collaborating with both internal and external stakeholders by establishing excellent standards and procedures to elevate the service levels for our guests.
Key Accountabilities
Standard & Procedures– Inflight:
Establish company standards with respect to guest service by ensuring service delivery is efficiently organized and consistently delivered by cabin crew.
Translate the service vision into guest experience service standards for cabin crew.
Develop and maintain comprehensive manuals and guidelines for cabin crew to refer to during Inflight service, ensuring consistency in service delivery across all flights.
To define standards for the Cabin Services Training Department to train to set standards/for training.
Collaborate closely with the Cabin Service Training team to assist in providing ongoing and continuous feedback which will ensure that all training content remains current, accurate and aligned with the latest service standards.
Liaise and support the Catering Department to define the uplift of items onboard and galley loading plans.
Support the Product Development and Catering Departments to develop cabin service equipment.
Establish and ensure strict adherence to defined service standards and also ensure the highest standards of service are maintained on board the aircraft through regular on-board audits.
Collaborate with cross-functional teams to develop and implement corrective actions to address identified non-compliances.
Communicate the introduction of new products and changes to service procedure to the service team/crew.
Monitor CCVRs with a view to identifying areas of concern and recommending changes.
Benchmarking exercise periodically against the best in the industry.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills/Qualities Required
Attention to Detail
Strategic Outlook
Strong Interpersonal Skills
Coordination & Planning Skills
Team Management Skills
Documentation expertise
Health and Safety
Key Performance Indicators
Financial Performance and Budget Management
Budget management and cost-effectiveness
Timely and Within-Budget Completion of Service Design Projects
Effectiveness of Implemented Service Concepts and Improvements
Service Quality and Compliance
Customer Satisfaction Scores for In-flight Services
Adherence to Established Service Standards Through Audits
E. Key Interfaces
Internal Interfaces
Internal Teams
Cabin Service Training, Catering Department, Product Development.
External Interfaces
External Teams
Collaborate with industry partners and suppliers.
F. Educational and Experience Requirements
Minimum Education requirements
Bachelor's degree from an esteemed university
Credentials from the esteemed Cabin Crew institute
Experience
Minimum
Desired
3+ years of experience in Standards and Procedures in the aviation/hospitality industry
Prior experience in Cabin Services/Inflight services is preferred
Organization Context