Cabin Services Supervisor
This role is responsible for establishing and maintaining standardization across all cabin services provided by Air Arabia throughout its network. The Cabin Services Supervisor leads function operations and performance, ensuring productivity aligns with company objectives while adhering to quality standards and ECAA regulatory requirements. The incumbent achieves efficiency in manpower and operating costs, maintains the safety and security of operations, and reflects a positive corporate image.
Key Responsibilities:
- Oversees Cabin Services operations and overall performance, ensuring crew adherence to SOPs prescribed in the manual, in line with ECAA and Air Arabia standards.
- Leads the team, conducts on-board monitoring and checks, and provides continuous support, motivation, coaching, and guidance to assist the team in achieving efficiency in performance at all levels and at all times.
- Supports the management of manpower planning and utilization in line with business needs and in compliance with regulatory requirements.
- Advises on manpower allocation in a cost-effective manner, ensuring the Company’s cost reduction objectives are achieved.
- Supports partnership with Stakeholders/HR to ensure objective evaluation and validate members’ assessments; utilizes reports and input from various sources to decide on promotions, dismissals, general conduct, grooming, uniform, welfare, grievances, disciplinary actions, incentives, and payments.
- Evaluates current practices and identifies solutions to reduce operating costs, maximize on-board sales, and enhance customer satisfaction. Implements corrective measures needed to maximize productivity and enhance the overall customer experience.
- Partners with Training and Scheduling teams, ensuring performance gaps are identified and bridged through an effective development plan of mandatory safety and soft-skills training, provided by instructors and properly adhered to by cabin crew members.
- Partners with the Training Manager to evaluate Instructors’/Examiners’ training capabilities and define development plans needed to achieve better and objective training results.
- Cooperates with Safety and Security to monitor the implementation and adherence of Cabin Crew members to related manuals; highlights safety trends, agrees on corrective measures, and implements accordingly.
- Partners with HOD to monitor the compliance of SLAs (catering, uniforms, in-flight products) with agreed terms.
- Supports the HOD in ensuring cabin appearance and in-flight products comply with approved quality standards and corporate image; reports any shortfalls to concerned parties for corrective measures.
- Ensures Quality Assurance and internal/external audit requirements are effectively managed; conducts regular on-board checks and audits to minimize cash and item shortages, minimize customer complaints, and ensure smooth workflow.
- Conducts field trip visits to other Hubs and destinations to evaluate performance and provide necessary input and support. Updates oneself and team on all changes in GCAA/CAA regulations affecting the related operations.
Qualifications:
- A Diploma/Higher Secondary Certificate is acceptable if combined with relevant experience; a Bachelor's Degree in Travel/Tourism or a related field is preferred.
- An active or previous Cabin Crew License from ECAA or any other Civil Aviation Authority is required.
- Basic knowledge of airport and security procedures and regulations is essential.
- Familiarity with IATA principles and standards relating to security is an advantage.
- A certificate in "Human Factor" management is a plus.
- Certificates and training in Cost Control, Compliance, Budgeting, and Quality Assurance are an added value.
- Proficiency in Microsoft Office, with advanced Excel skills, is essential.
- Excellent written and verbal communication skills, including technical report writing and presentation skills, are required.
- Fluency in English is required; Arabic language skills are an advantage.
Experience:
- A minimum of 8 years of experience in the airline industry within Cabin Services is required. The ideal candidate will possess at least 3-5 years of experience as cabin crew (on-board) and 3-5 years in cabin (ground support) services.
- Experience in a leadership role is essential; low-cost airline experience is highly desirable.
- Working knowledge of Civil Aviation regulations, preferably ECAA, pertaining to legality and time limits for cabin crew, licensing, and SOPs (Standard Operating Procedures) is necessary.
- Familiarity with QA/Safety/Security/Ground Operations/Auditors manuals and practices related to and affecting Flight/Cabin Services Operations is required.
- Diplomatic and tactful skills, with the ability to deal with difficult situations, emergencies, and threats with efficiency and commitment to successful safe outcomes, are essential.
- Experience in designing, implementing, and monitoring policies, procedures, and manuals as per business requirements, quality standards, and regulations is required.
- Hands-on operational experience in high-pressure, heavy workload, and ad-hoc scenarios is necessary.
- Developed skills in cost-estimation analysis and budget management are required.
- Experience in measuring team performance against regulations, manuals, and set standards is essential.
- A cost-oriented mindset, skilled in analyzing data, identifying pitfalls, and recommending solutions is necessary.
- Possesses effective persuasive, negotiation, problem-solving, and decision-making skills.