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Reports To
Director, Flight Operations
Role Purpose
This role will be accountable to manage the high-performance standards of all cabin crew. It’s required to motivate and enable all cabin crew to deliver the airline service philosophy and work towards achieving high-performance standards to support the Company’s vision and missions. Guide the cabin crew in identifying the attitude, knowledge, and skills required for performing the job efficiently and effectively. Furthermore, the role will be responsible for building a strong rapport with the cabin crew by recognizing their work well done and supporting them when encountering challenges.
Key Accountability
- Accountable to Senior Management to manage and execute the safe conduct of all cabin crew operations in accordance with the airline standards
- Execute and monitor the standard cabin crew performance as set by the airline, corresponding with the state authority regulations.
- Cooperation with the Training and Flight Safety Departments, to ensure all regulatory, safety and operational practices are diligently performed by Cabin Crew
- Support service, quality and safety outcomes including implementation and monitoring of relevant service, safety and quality activities and processes to ensure ongoing compliance with all regulatory requirements, organisational standards, and approved procedures
- Manage cost efficiently and deliver departmental budget commitments and recommend good cost and resource management initiatives to Director of Flight Operations
- Lead and coordinate the team during a crisis or other disruption. Ensure systems and protocols are in place to support the needs and well-being of all cabin crew in particular during crisis situations
- Ensure integrity of the Company’s policies and procedures on service standards, cabin safety, code of conduct, etc. are always maintained, where appropriate
- Lead and supervise the cabin crews with related directives - in coordination with the Director of Flight Operations via cabin crew manual and/or circulars to ensure passengers’ safety and comfort.
- Participate in regular assessments of the safety of the aircraft cabin installations, and recommend improvements, in cooperation with the Chief Pilot Flight Safety, Operations Compliance, and Chief Pilot Fleet Operations.
- Coordinate and engage our cabin crew to support the Company's direction
- Identify and support the development needs of cabin crew through different stages of their career
- Play an integral part in the selection, progression, and promotion of cabin crew
- Establish and review the in-flight services concept, procedures, and passenger service techniques to ensure improved customer experience and circulate the information to all Cabin Crew
- Any other tasks and responsibilities assigned by Director of Flight Operations.
Qualification & Experience
Degree in Business Administration/Aviation or any relevant field
10 years of Cabin Crew experience (of which 5 years in an Office Administration environment)
Areas of Experience
- Broad knowledge of flight safety, cabin crew operations and in-flight service standards
- Knowledge/ understanding of aviation policies and regulations
- Good interpersonal/ communications and writing skills
- Able to strategize and develop business plans and budget
- Proven experience in driving high-performance standards and engagement with excellent people management skills
- Strong business acumen and judgment skills with self-motivation for continuous learning and improvement
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