Cabin Crew Operations Specialist
Job Purpose
The Cabin Crew Operations Specialist plays a vital role in supporting the comprehensive management of Cabin Crew members, encompassing both operational and administrative functions. This critical position is responsible for ensuring all crew members are fully compliant, operationally ready, and legally fit to fly in strict adherence to GACA regulatory standards and Air Arabia's rigorous Standard Operating Procedures.
Key Responsibilities
- Ensures all Cabin Services policies, procedures, manuals, and documentation are meticulously updated and maintained in full compliance with GACA regulations and Air Arabia's adopted standards. The specialist is responsible for maintaining accessible, up-to-date documentation in the Briefing Room and effectively communicating all policy changes and updates to the Cabin Crew team.
- Monitors flight rosters diligently to ensure optimal crew allocation and compliance with minimum operational requirements. This includes liaising with the rostering department to address any crew shortfalls and conducting regular audits to ensure fair and efficient manpower distribution across all flights.
- Supports the Manager - Cabin Crew in the comprehensive management, certification, and documentation of crew performance. This broad responsibility covers adherence to grooming standards, attendance, sick leave management, disciplinary actions, performance recognition, customer service excellence, sales target achievement, incentive programs, and crew welfare initiatives, including wellbeing checks and necessary hospital visits.
- Provides essential support to the Manager - Cabin Crew on Human Resources and Finance related matters, including recruitment, onboarding processes, accommodation, and transportation logistics. The specialist ensures all required documentation and the Familiarization Flight Program are completed in strict accordance with established procedures.
- Conducts daily pre-flight briefing assessments and performs random pre/post-flight checks to meticulously monitor the overall performance of Cabin Supervisors and Cabin Crew. This oversight encompasses briefing quality, documentation, boarding processes, ground handling, catering and duty-free operations, and cabin appearance, ensuring strict adherence to Standard Operating Procedures (SOPs) at all stages: pre-flight, in-flight, and post-flight.
- Assists in Cabin Supervisor or Captain debriefings, helps resolve conflicts or complaints, provides constructive feedback on cabin flight reports, and completes comprehensive Shift Report Logs for seamless handover.
- Supports the Manager - Cabin Crew in conducting initial and ongoing regular assessments and appraisal reviews for new and existing crew members across various categories. This includes assisting in the selection and upgrade process for Cabin Crew to Cabin Supervisors, providing coaching, guidance, and mentorship to operating crew.
- Performs regular flight assessments and visits to monitor individual and team performance, ensuring unwavering adherence to SOPs, security measures, and service quality standards. Furthermore, the role involves preparing comprehensive management reports with observations and recommendations on performance, and following up on the implementation of refresher training, recognition, or corrective actions as required.
- Manages, reviews, and audits catering and duty-free sales by leveraging available data, Cabin Crew feedback, and reports, ensuring alignment with bookings and stock levels. The specialist maintains prompt and accurate control over product selections and sales to maximize generated revenue.
- Audits invoices, cash/credit card receipts, sales reports, and customer feedback to meticulously evaluate on-board sales and products, reporting any discrepancies, shortages, or non-conformities. The role requires collaboration with key stakeholders at Air Arabia, Duty Free, and Alpha Catering to resolve issues related to customer service, meals, or products, ultimately enhancing the customer experience and optimizing revenue generation.
- Ensures the Briefing Office is maintained in an optimal state of readiness, overseeing cleanliness, equipment functionality, and documentation availability. The specialist proactively suggests necessary maintenance or equipment replacement.
- Communicates promptly with Crew Control regarding any absence of operating Cabin Supervisors or Cabin Crew to facilitate necessary arrangements for pre-flight safety briefings.
Qualifications
- Diploma or Higher Secondary Certificate is required; a Bachelor's degree in Travel, Tourism, Aviation Management, or a related field is highly preferred.
- Possession of an active Cabin Crew License from a recognized Civil Aviation Authority is mandatory.
- Demonstrated proficiency in Microsoft Office Suite, with advanced-level Excel skills being essential.
- Exceptional verbal and written communication, reporting, and presentation skills.
- Fluent in English; proficiency in Arabic is a distinct advantage.
Work Experience & Skills
- Minimum of six (6) years of progressive experience as Cabin Crew within a reputable airline, with at least three (3) years served in a Cabin Supervisor or Cabin Administrator capacity. Experience with a low-cost carrier is advantageous.
- Extensive practical knowledge of Civil Aviation regulations concerning Cabin Crew legality, flight time limitations, licensing, and Standard Operating Procedures (SOPs) across Flight Operations, Security, Safety, and Ground Operations. Prior experience with a Civil Aviation Authority is a significant asset.
- Familiarity with IATA principles and standards related to aviation security.
- Strong customer service orientation, coupled with exceptional diplomatic and tactical skills to effectively understand and address diverse customer needs.
- A composed and balanced personality capable of handling challenging situations, including difficult customers, potential threats, and emergencies, with unwavering focus, analytical thinking, efficiency, and a steadfast commitment to safe outcomes.
- Demonstrated strong planning and time management skills, adaptable to dynamic and challenging operational environments.
- Proven ability to effectively train and mentor others to perform against approved operational standards.
- Maintains a professional and presentable appearance, with excellent general health and physical fitness.
- Highly dependable, proactive, and demonstrates strong ownership with palpable energy and enthusiasm.
- A track record of identifying operational inefficiencies and recommending cost-effective solutions.
- Cost-conscious with robust problem-solving and decision-making capabilities.
- Exposure to internal and external audit practices within an aviation context.
- Ability to leverage technical expertise and strong interpersonal skills to contribute effectively to company objectives.
- Proven capability to contribute to and successfully achieve business strategy and Key Performance Indicators (KPIs).
Preference will be given to Saudi National Candidates.