Cabin Crew Performance and Engagement Manager
A leading airline is seeking a Cabin Crew Performance and Engagement Manager to join its Inflight Performance and Operations team. The successful candidate will lead a team of cabin crew members, fostering a culture of inflight service excellence delivered in a sustainable and consistent manner. This role requires developing and implementing employee engagement strategies through effective collaboration with key business stakeholders. The Cabin Crew Performance and Engagement Manager will coach, motivate, and develop the team to consistently deliver an exceptional brand experience through inflight service.
Accountabilities:
- Serves as a service and engagement role model, coaching and developing team members to achieve inflight service excellence.
- Proactively develops cabin crew through targeted career progression modules, ensuring personalized development plans are in place.
- Develops strategies for events, forums, and workshops to foster engagement within the cabin crew community.
- Conducts cabin crew performance reviews and prepares necessary reports.
- Partners with Inflight Performance and Operations Officers to address performance issues and implement improvement plans.
- Develops strong relationships with key stakeholders, advocating for the crew within the business (training, service delivery, guest relations, HR, etc.).
- Liaises with various managers on confidential matters relating to cabin crew operations and welfare.
- Ensures consistent adherence to GCAA legislation and international safety, security, and operation standards.
- Conducts thorough investigations and evaluations of incidents and shortfalls in cabin crew performance, addressing safety and service issues according to company policy and best practices.
- Continuously improves personal performance through learning, feedback, and professional development.
Education & Experience:
- Bachelor's degree from a recognized university or professional qualifications in business and people management are desired.
- Minimum of 10 years of experience in the service industry is required. Flying experience is an advantage.
- At least 5 years of experience in a management position within a major airline or the hospitality industry, specifically in people management, is essential.
- Minimum of 5 years of experience in a people management role is vital.
- Experience as operating cabin crew is preferred, though not essential. A comprehensive understanding of the challenges inherent in a cabin crew role is mandatory.
Training & Knowledge:
- High level of computer literacy (proficiency in Microsoft Office applications).
- Understands the demands of managing a large multicultural work group in an airline or hospitality environment.
- Comprehensive understanding and knowledge of airline safety, security, operations, and cabin crew management.
- Good project management skills.
- Understanding of the culture and values of the UAE.