Role Introduction

The Cabin Crew Service Excellence Manager sits under the Inflight Services Delivery Department, mainly responsible for leading, engaging and setting the cabin crew up for success to deliver service excellence, brand proposition and values and desired customer outcomes. You will be responsible for driving programs to build strong relationships with our crew and deliver high performance and standards with emphasis on leadership and service excellence.

Key Responsibilities

Crew Service Excellence and Engagement

• Item 1 of 3, Accountable for cabin crew service excellence, performance and success measures, set clear direction and standards for the team and implement strategies for crew success and high quality engagement; and build strong relationships with crew and become their trusted advisors and take ownership of crew issues and ensure corrective measures are implemented
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• Accountable for cabin crew service excellence, performance and success measures, set clear direction and standards for the team and implement strategies for crew success and high quality engagement; and build strong relationships with crew and become their trusted advisors and take ownership of crew issues and ensure corrective measures are implementedItem 2 of 3, Develop and implement reward and recognition activities according to the policy that motivate and instil positivity amongst crew and ensure disciplinary proceedings and resolutions are fair and reasonable according to company policies
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• Develop and implement reward and recognition activities according to the policy that motivate and instil positivity amongst crew and ensure disciplinary proceedings and resolutions are fair and reasonable according to company policiesItem 3 of 3, Plan and support crew career progression and development, actively mentor, coach and facilitate high quality crew career discussions and development where necessary, understand the crew behaviour and trends and work with them towards the desired business and personal outcomes
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• Plan and support crew career progression and development, actively mentor, coach and facilitate high quality crew career discussions and development where necessary, understand the crew behaviour and trends and work with them towards the desired business and personal outcomes

People Management

• Item 1 of 3, Lead, recruit, mentor and develop Assistant Managers Cabin Crew Service Excellence, Cabin Crew Service Excellence Executives, Lead Representatives and Representatives and nurture an environment where they can excel through encouragement and empowerment, plan and develop the team capabilities to achieve quality interactions and the desired outcomes for crew
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• Lead, recruit, mentor and develop Assistant Managers Cabin Crew Service Excellence, Cabin Crew Service Excellence Executives, Lead Representatives and Representatives and nurture an environment where they can excel through encouragement and empowerment, plan and develop the team capabilities to achieve quality interactions and the desired outcomes for crewItem 2 of 3, Ensure the team is successful in driving the right behaviours and advocating a high performance culture, develop Teams’ performance standards and facilitate the development programs and plan manpower to ensure adequate support for day to day line support, crew engagement activities and onboard assessments
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• Ensure the team is successful in driving the right behaviours and advocating a high performance culture, develop Teams’ performance standards and facilitate the development programs and plan manpower to ensure adequate support for day to day line support, crew engagement activities and onboard assessmentsItem 3 of 3, Accountable for the contract renewal and extension process and outcomes, act as the escalation point for the Assistant Manager Cabin Crew Service Excellence and deputise Head of Cabin Crew when required
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• Accountable for the contract renewal and extension process and outcomes, act as the escalation point for the Assistant Manager Cabin Crew Service Excellence and deputise Head of Cabin Crew when required

Quality and Continuous improvement 

• Item 1 of 2, Analyse and report on crew performance against customer outcomes and business needs and implement changes needed to support and enable service excellence and high performance; ensure that the performance management policy and processes are driving the right behaviours and qualities in our crew and rewarding the right people
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• Analyse and report on crew performance against customer outcomes and business needs and implement changes needed to support and enable service excellence and high performance; ensure that the performance management policy and processes are driving the right behaviours and qualities in our crew and rewarding the right peopleItem 2 of 2, Review the policies, procedures and standards to ensure they support the high performance and drive the right behaviours and keep ahead of business developments and apply best practices to areas of improvement
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• Review the policies, procedures and standards to ensure they support the high performance and drive the right behaviours and keep ahead of business developments and apply best practices to areas of improvement

Compliance 

• Item 1 of 1, Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored; and ensure all policies and procedures are documented and updated at all times and comply with internal and external safety and regulatory requirements
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• Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored; and ensure all policies and procedures are documented and updated at all times and comply with internal and external safety and regulatory requirements

Others

• Item 1 of 1, Lead the team to support for Crisis Management or other disruption, represent the Company at Labour tribunals and any other court hearings or mediation if necessary
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• Lead the team to support for Crisis Management or other disruption, represent the Company at Labour tribunals and any other court hearings or mediation if necessary 
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Requirements

• Item 1 of 10, At least 10 years relevant work experience in airline or hospitality industry
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• At least 10 years relevant work experience in airline or hospitality industryItem 2 of 10, Knowledge of Human Resources functions and regulatory environment are an advantage
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• Knowledge of Human Resources functions and regulatory environment are an advantageItem 3 of 10, Excellent people management skills. Previous experience in Training and People development is a clear advantage
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• Excellent people management skills. Previous experience in Training and People development is a clear advantageItem 4 of 10, Strong service and customer oriented mind-set. Previous experience working as Cabin Crew Section leader a definite advantage
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• Strong service and customer oriented mind-set. Previous experience working as Cabin Crew Section leader a definite advantageItem 5 of 10, Proven experience in driving high performance standards and engagement. Knowledge on performance development best practices
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• Proven experience in driving high performance standards and engagement. Knowledge on performance development best practicesItem 6 of 10, Sound knowledge of policies and procedures, cabin crew operational environment and standards, including safety and service
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• Sound knowledge of policies and procedures, cabin crew operational environment and standards, including safety and serviceItem 7 of 10, Good communication and interpersonal skills with excellent command of written and spoken English
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• Good communication and interpersonal skills with excellent command of written and spoken EnglishItem 8 of 10, Good analytical and reporting skills and previous project management experience
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• Good analytical and reporting skills and previous project management experienceItem 9 of 10, University degree holder
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• University degree holderItem 10 of 10, Sounding computer literacy, for example Excel, PowerPoint, Microsoft Word
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• Sounding computer literacy, for example Excel, PowerPoint, Microsoft Word