About the Role
This role leads and is accountable for the end-to-end Cabin Crew and In-flight Services function, ensuring the safe, secure, compliant, and consistently high-quality delivery of cabin operations across the airline's network. The Head Cabin Crew sets operational and service standards for the cabin crew workforce and provides visible leadership in safety, discipline, professionalism, customer experience, and operational performance. The position involves translating company strategy and regulatory obligations into clear policies and practices, while managing operational, safety, security, and people risks. This leadership position acts as the principal interface between cabin crew and senior management, collaborating closely with various departments to support the airline's brand promise, commercial objectives, and sustainable growth.
Requirements
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Full compliance with applicable cabin safety, security, operational, and regulatory requirements.
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Cabin crew safety and operational performance meets agreed company targets.
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Regulatory, audit, safety, quality, and operational findings/actions are closed within agreed timelines with sustainable corrective action.
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Cabin Crew Manual, directives, circulars, and related controlled documents remain current, accurate, effectively communicated, and implemented.
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Consistent achievement or improvement of agreed in-flight service quality, customer experience, and cabin crew performance measures across the network.
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Effective management of significant cabin-related incidents, disruptions, and service failures.
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Cabin crew manpower, leadership coverage, training currency, and operational readiness are maintained to support the published operation and planned growth.
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Crew performance, conduct, and disciplinary matters are handled fairly, consistently, and within required timelines.
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Improvement in cabin crew engagement, leadership capability, and succession readiness.
Qualifications
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Bachelor's Degree, Master's Degree, or equivalent tertiary qualification in Aviation Management, Business Administration, Hospitality, Customer Experience, Human Resources, or a related field. A Bachelor's degree with substantial relevant airline leadership experience may be considered.
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Relevant Cabin Crew Safety & Emergency Procedures (SEP) or operational qualification.
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Additional certification in aviation safety, quality, leadership, training, customer experience, or management is advantageous.
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Minimum of 12 years of cabin crew or in-flight services experience.
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At least 5 years of experience in a management, administration, or senior leadership role with responsibility for people, operational standards, and cross-functional decision-making.