Job Purpose
The Cabin Services Operations Manager is entrusted with the comprehensive management and strategic oversight of the airline’s cabin services across the entire operational network. This pivotal leadership role ensures seamless day-to-day operations, optimizes crew productivity, and strictly adheres to stringent quality standards and aviation regulatory requirements. The Manager drives efficiency in both operating costs and manpower utilization while upholding the highest standards of safety, security, and corporate image excellence.
Key Result Responsibilities (KRR)
Operational Excellence and Compliance
- Directs the day-to-day cabin services operations within the designated Hub, rigorously ensuring all crew members comply with Standard Operating Procedures (SOPs), regulatory mandates, and internal airline standards.
- Monitors the implementation and adherence of cabin crew to related safety and security manuals; identifies prevailing safety trends, agrees upon essential corrective measures, and executes changes promptly after consulting with the Head of Cabin Crew Operations.
- Ensures effective quality assurance and manages all internal/external audit requirements; conducts regular on-board checks and audits to minimize inventory shortages, reduce customer complaints, and maintain smooth workflow.
- Investigates and reports all incidents, accidents, or industrial injuries involving crew members, passengers, or aircraft equipment, implementing necessary measures to preclude their recurrence.
- Maintains current knowledge of all changes to aviation regulations affecting related operations and ensures the team is comprehensively updated.
Crew Performance Management and Development
- Manages and monitors the performance of cabin crew members, conducting regular on-board checks, and providing continuous support, motivation, coaching, and guidance to enhance efficiency.
- Systematically evaluates crew performance against pre-determined Key Performance Indicators (KPIs) and administers timely, constructive performance feedback.
- Monitors the strict adherence of cabin crew to established grooming and appearance standards, ensuring full compliance with the company's policies.
- Implements key initiatives designed to increase employee engagement and enhance communication effectiveness with all crew members.
- Partners with Training and Scheduling teams to ensure performance gaps are identified and bridged through effective development plans, including mandatory, safety, and soft-skills training.
- Oversees the welfare of cabin crew members, ensuring appropriate support resources are accessible to meet their needs.
Strategic Management and Collaboration
- Collaborates closely with internal stakeholders (HR, Uniform, IT, Training, Inflight Services, etc.) to ensure objective evaluation of crew assessments and utilizes reports for decisions regarding promotions, dismissals, general conduct, grievances, and incentives, in consultation with the Head of Cabin Crew Operations.
- Partners with Human Resources in the selection process of new cabin crew and Cabin Supervisors, including mobility requirements from other hubs.
- Provides essential support to Crew Planning & Control teams to manage manpower planning and utilization cost-effectively, ensuring adherence to regulatory requirements and achieving company objectives for cost reduction.
- Evaluates current operational practices and identifies robust solutions to reduce operating costs, maximize profitable on-board sales, and significantly enhance customer satisfaction, implementing corrective measures as necessary.
- Works closely with designated Inflight Services members to ensure cabin appearance and in-flight products comply rigorously with approved quality standards and the corporate image; reports any shortfalls for corrective action and supports the monitoring of Service Level Agreements (SLAs) for catering, uniforms, and products.
People Management
- Provides clear direction, professional coaching, and mentorship to team members for their career and professional development.
- Creates a conducive working environment designed to build and sustain a high-performance driven, engaged, and committed team culture.
- Manages performance and administers people management responsibilities effectively in line with established company procedures.
Qualifications and Experience
Qualifications (Academic, Training, Languages)
- A Diploma or Higher Secondary Certificate is acceptable for this role if combined with the necessary function-related experience in aviation.
- A Bachelor’s Degree in Travel/Tourism or a related discipline is preferable.
Work Experience
- Candidates must possess a minimum of 10 years of progressive experience within the Airlines industry, specifically in Cabin Services.
- The ideal candidate must have spent at least 4 years operating as a Senior/Supervisor (on-board) with proven supervisory and team-leading experience.
Note: Preference will be given to Saudi National candidates.