Elevate the Passenger Experience as a Senior Executive Cabin Crew
Reporting to the Manager of Cabin Crew, the Senior Executive plays a vital role in ensuring the smooth operation and exemplary service delivery of the cabin crew. This multifaceted role encompasses crew management, safety compliance, performance monitoring, and the cultivation of a positive and service-oriented work environment.
Key Responsibilities:
- Safety and Compliance:
- Champion adherence to all safety and security protocols, upholding the highest standards in line with operational objectives.
- Crew Management:
- Oversee daily crew movements, implementing necessary adjustments to assignments and ensuring optimal deployment of resources.
- Collaborate effectively with Crew Tracking & Control to guarantee document availability, particularly during operational disruptions.
- Maintain disciplinary standards within the cabin crew, addressing concerns and ensuring adherence to company policies.
- Manage the administrative processes for crew reinstatement and resignation clearance.
- Human Resources Liaison:
- Act as a primary point of contact with Human Capital regarding all cabin crew administrative matters, ensuring seamless communication and coordination.
- Assist in the recruitment and selection of highly qualified cabin crew candidates, contributing to the ongoing growth and excellence of the team.
- Performance Management:
- Conduct comprehensive performance reviews for cabin crew members, utilizing the Performance Management System to provide constructive feedback and development opportunities.
- Offer guidance and counseling to cabin crew, fostering their professional growth and addressing performance-related issues.
- Training and Development:
- Spearhead the design and implementation of engaging and customer-centric training programs, equipping cabin crew with the necessary skills and knowledge to deliver exceptional service.
- Actively manage customer feedback, addressing performance issues and identifying opportunities to enhance service standards.
- Operational Excellence:
- Meticulously update and maintain all relevant aviation and cabin manuals, ensuring compliance and accessibility of crucial information.
- Facilitate training sessions conducted by approved providers, contributing to the continuous improvement of the cabin crew's skillset.
- Proactively monitor departmental reports to identify and promptly address emerging trends, fostering a culture of proactive problem-solving.
- Conduct thorough motion studies and aircraft evaluations to optimize cabin procedures and enhance passenger comfort.
- Execute in-flight service checks, providing constructive feedback and recommendations for improvement to elevate the passenger experience.
- Administrative Support:
- Ensure all documentation and procedures related to cabin crew operations are current and readily accessible.
- Provide comprehensive support to cabin crew members regarding administrative queries and applications, fostering a supportive and responsive work environment.
- Conduct informative Line Operations briefings for new cabin crew members, equipping them with the knowledge and resources to excel in their roles.
- Collaboration and Communication:
- Maintain seamless communication with the Operation Control Center during flight disruptions, ensuring coordinated responses and efficient resolution of issues.
- Cultivate strong relationships with cabin crew members, acting as a mentor and fostering a supportive and collaborative work environment.
- Actively promote a positive and cohesive culture within the cabin crew, emphasizing teamwork, respect, and a shared commitment to excellence.
- Additional Responsibilities:
- Demonstrate flexibility and adaptability by undertaking additional duties as assigned by the Flight Operations Manager, contributing to the overall success of the department.
Qualifications and Experience:
- Possess a minimum of SPM/STPM/Diploma/Degree in Aviation Management, Business Administration or a related field.
- A minimum of 10 years of experience as Cabin Crew, including 3 years in an ICC or equivalent Executive position within the Customer Experience field.
Area of Expertise:
- Demonstrate comprehensive knowledge of Cabin Crew operations, In-Flight Services Standards, and a thorough understanding of aviation policies and regulations.
Personality Traits:
- Possess a strong foundation of knowledge, skills, and practical experience within the airline industry.
- Exhibit exceptional communication and interpersonal skills, effectively conveying information and building rapport with diverse individuals.
- Demonstrate proficiency in training program development and instructional design, effectively transferring knowledge and enhancing skills within the team.
- Possess the ability to critically evaluate and improve service standards and procedures, driving continuous improvement within the cabin crew operations.
- Display strong leadership and team management capabilities, inspiring and motivating others to achieve shared goals.
- Proficient in computer skills, particularly Excel and PowerPoint, demonstrating the ability to manage data and create effective presentations.
- Possess a good command of the English language, enabling effective communication in both written and verbal formats.