Specialist II, Cabin Services (Crew Performance & Engagement)

Company
Scoot
Job Location
Singapore, Asia Pacific
Job Role
Cabin Crew
Contract Type
Full-Time
Salary
Posted Date
2024-10-28
Job Expiry Date
2024-11-27
Qualification
High School

Responsibilities 


Crew Performance Management


  • Manage the performance of the line crew as part of the Crew Performance Team, with the support of Team Leaders (TL)
  • Responsible for ensuring that Crew Performance processes are correctly implemented with the support of Team Leaders
  • Coaching Team Leaders for their leadership development in crew management
  • Manage and resolve crew grievances whenever they are raised through the various feedback channels


Crew Discipline Management


  • Manage Crew Discipline process in a fair and consistent manner
  • Identify performance gaps to be addressed through training, coaching and counselling
  • Conduct Primary investigation and assist in Disciplinary Inquiry
  • Manage and resolve conflicts among crew. Ensure that follow-up actions (if any) are carried out and monitored for effectiveness
  • Follow up with crew on complaints received


Crew Engagement


  • Conceptualize, Plan and Execute Crew Engagement activities


Crew Recognition Management


  • To manage the Best Scootee (Cabin Crew) of the Quarter/Year in their respective ranks
  • To give recognition to crew for compliments received or jobs well done
  • Provide guidance and advice to cabin crew on career advancement. Eg. re-designation and promotion


Cabin Crew Recruitment


  • Work closely with Human Resource to recruit sufficient cabin crew to fulfil operational requirements
  • Ensure recruitment criteria are implemented within regulatory requirements


Crew Welfare Management


  • Posting of Birthday wishes in Mega Team chat monthly
  • Sending of welfare entitlement (Fruit Basket/Flower Wreath/Baby Hamper
  • Provide support to crew during overseas sickness
  • Provide support/meet crew when there for any incident on flight (Eg. Death on Board/Abusive Pax)


Crew Performance & Engagement (CPE) Supervisor Duty


Perform CPE Supervisor duty once a month (Rotation among CP Specialists); the duty duration is 1 week from Monday to Sunday. Following tasks to be completed when on duty.


  • Read and highlight matters requiring follow-up from the daily ops log
  • Check on Sales Force for any pax complaint
  • Check on Crew Report System (CRS) for Cabin Crew In-Charge (CIC)/Complex Leader (CL) feedback form
  • Check on CRS for Passenger Compliment
  • Action on emails from Cust care (Pax Compliments & Complaints)


Administrative Duty


  • Checking and processing of contract renewal form submitted by Team Leaders (TLs)
  • Checking and processing of probation confirmations submitted by TLs
  • Checking of cabin crew MCs submission
  • Compile Crew Performance statistics
  • Submission of CPE statistics slides
  • Conduct Exit interview for resigning crew
  • Tabulate resignee statistics for CEO meeting
  • Budget for Crew Engagement events
  • Writing of event costing proposal
  • Preparation of Graduation Slides and Logbook for new crew
  • To build effective working relations with HR Business Partners


Requirements


  • Minimum 1-year supervisory experience managing a team
  • Good time management and able to multitask and work under pressure 
  • Excellent interpersonal and communication skills for crew performance and engagement activities


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