Cabin Services Officer
About the Role
The Cabin Services Officer is instrumental in the comprehensive management and support of Cabin Crew members, encompassing both operational and administrative facets such as induction and ongoing assessment. This vital role ensures all cabin crew maintain the necessary fitness, readiness, and legal qualifications to operate in strict adherence to GACA standard regulatory requirements and Air Arabia's Standard Operating Procedures. The incumbent plays a crucial part in maintaining high standards of safety, service quality, and regulatory compliance across all cabin operations.
Key Responsibilities
- Manages and ensures the timely update and maintenance of all Cabin Services policies, procedures, manuals, and documentation, adhering to GACA and Air Arabia adopted standards.
- Maintains accessible, up-to-date documentation in the Briefing Room and effectively communicates policy changes and updates to all Cabin Crew.
- Continuously monitors flight rosters to ensure optimal crew adequacy and compliance with operational minimum requirements.
- Collaborates proactively with the rostering department to address any crew shortfalls and conducts regular roster audits to ensure fair and efficient manpower allocation across all flights.
- Supports the Manager - Cabin Crew in the comprehensive management, certification, and recording of crew performance, encompassing grooming standards, attendance, disciplinary actions, customer service excellence, sales targets, and welfare matters.
- Assists with Human Resources and finance-related functions, including recruitment, onboarding, accommodation, and transportation, ensuring all documentation and familiarization flight programs are completed accurately.
- Executes daily assessments during briefings and conducts random pre/post-flight checks to monitor the performance of Cabin Supervisors and Cabin Crew across all operational phases, ensuring strict adherence to SOPs for briefing, boarding, ground handling, catering, duty-free, and cabin appearance.
- Facilitates post-flight de-briefings with Cabin Supervisors and Captains, supporting the resolution of conflicts and complaints, and providing constructive feedback based on cabin flight reports.
- Prepares and presents comprehensive management reports detailing assessment observations and performance recommendations.
- Manages initial and ongoing appraisal reviews, supports the selection and upgrade of Cabin Crew to Cabin Supervisors, and provides essential coaching and mentorship.
- Oversees the implementation of refresher training, recognition programs, and corrective measures as required.
- Leverages available data and crew feedback to meticulously manage, review, and audit catering and duty-free sales, aligning with bookings and stock levels to ensure revenue compatibility.
- Conducts thorough audits of invoices, receipts, and sales reports, investigating and reporting discrepancies or non-conformities with standards.
- Collaborates strategically with internal and external stakeholders, including Duty Free and catering partners, to enhance customer experience and maximize onboard revenue.
- Ensures the Briefing Office is consistently maintained in optimal condition, including cleanliness, equipment functionality, and documentation availability, recommending improvements or replacements as necessary.
- Liaises with Crew Control regarding crew absences to facilitate prompt arrangements for pre-flight safety briefings.
Qualifications
- Candidates should possess a Diploma or Higher Secondary Certificate, with a Bachelor's degree in Travel, Tourism, or a related field being highly advantageous.
- An active Cabin Crew License issued by the relevant Civil Aviation Authority is mandatory.
- Proficiency in Microsoft Office Suite, particularly advanced Excel, is essential.
- Excellent verbal and written communication, reporting, and presentation skills are required.
- Fluency in English is a prerequisite, with proficiency in Arabic considered a distinct advantage.
Experience & Skills
- A minimum of 6 years of progressive experience as Cabin Crew within a reputable airline, including at least 3 years in a Cabin Supervisor or administrative capacity. Experience with a low-cost airline model is a plus.
- Comprehensive understanding and practical application of Civil Aviation regulations concerning Cabin Crew legality, time limits, licensing, and Standard Operating Procedures (SOPs) across Flight Operations, Security, Safety, and Ground Operations. Prior experience with a Civil Aviation Authority is advantageous.
- Familiarity with IATA principles and security standards is required.
- Highly customer-service oriented, possessing exceptional diplomatic and tactical skills to understand and effectively address customer needs.
- A composed and balanced personality, capable of managing challenging situations, including irate customers, threats, and emergencies, with focus, analytical thinking, and a steadfast commitment to safe outcomes.
- Strong planning and time management skills, essential particularly in dynamic environments.
- Demonstrated ability to effectively train and mentor others to perform against approved standards.
- Maintains a presentable appearance, good general health, and fitness.
- Dependable, self-driven, takes ownership of responsibilities, and demonstrates energy and enthusiasm.
- Proven capabilities in identifying operational inefficiencies and recommending cost-effective solutions.
- Cost-conscious approach, coupled with strong problem-solving and decision-making abilities.
- Exposure to internal and external audit practices.
- Ability to leverage technical expertise and strong interpersonal skills to actively support company’s strategic objectives.
- Proven ability to contribute and consistently deliver against key performance indicators (KPIs).
Note: Preference will be extended to Saudi National candidates.