Domestic F&B Operations

Job Title: Manager - Domestic F&B Operations

A. Job Purpose

• This position is pivotal in driving and ensuring the seamless delivery of end-to-end Food & Beverage (F&B) services in coordination with the F&B Service provider and stakeholders across the region supported. The incumbent will be tasked with managing teams dedicated to executing round-the-clock F&B operations across company's stations in the region supported in India.
• The primary responsibilities include overseeing the day-to-day execution of F&B operations with meticulous attention to detail. Effective communication skills are paramount as the role entails managing multiple stakeholders within the organization.
• In addition to operational oversight, the role will be responsible for training and monitoring the Delivery Unit team of the region supported and F&B Service Providers to maintain the highest standards of F&B delivery. Furthermore, they will play a crucial role in preparing the teams to adapt to planned expansion and growth initiatives.

B. Key Accountabilities

Oversee Execution of Day-to-Day Operations

• Monitor day-to-day F&B operations and facilitate resolution of caterers issues in Stations of the region supported.
• Organize teams to liaise with internal stakeholders and communicate regularly with F&B service providers, updating them on flight occupancy levels to adjust the quantity of meals to be uplifted accordingly.
• This also includes informing the service provider about all the special requests received from the passengers.
• Deploy teams to ensure and vouch accuracy of meals and dry stores uplifted by the F&B service provider as per the latest dining schedule.
• Deploy teams to vouch and collate the quantum of dry stores and other In-Flight amenities retrieved by the

F&B service provider.

• Provide executional support to other F&B verticals for the launch of new domestic stations, sectors, aircraft, and menus.
• Coordinate with the Inventory Planning team to keep a track stock level of Consumables & Rotables at each service providers location and company's warehouses and facilitate seamless replenishment of materials.
• Manage and deliver services on unscheduled flights and disruptions.
• Provide executional support to other F&B verticals for the launch of new stations, sectors, aircraft, and menus.
• Coordinate with the Specialist-Domestic F&B Delivery, 24*7 Command Center, Procurement & Supply Chain & other Stakeholders to ensure seamless provision of Best-in-Class F&B services on Board.
• Additionally, the role will be responsible for addressing any other ad-hoc requests related to the Delivery

Unit as requested by stakeholders.

Business Management and Co-ordination

• Review customer/crew feedback collated via various channels and provide resolution.
• Report early trends on cost escalations and advise corrective measures.
• Support F&B services initiatives and collaborate with stakeholders to facilitate cross-business leverage opportunities.

C. Skills Required for the role

• Leadership Cross-Functional Collaboration
• Stakeholder & People Management Operations Management
• Effective communication and problem-solving

D. Key Performance Indicators

Reporting management

• Timely execution of uplifts
• Number of crew complaints related to F&B services on flights
• On-Time Performance (OTP)
• F&B Customer Satisfaction Score (CSAT)
• F&B Net Promoter Score (NPS)
• Accuracy of meals uplifted in flights from the region supported.

People management

• Training and Capability building
• Infrastructure deployment
• Appraisal

E. Key Interfaces

Internal Interfaces

F&B Services

• Liaise with the F&B Services team for day-to-day operations Other Business units of company's
• Liaise with the other Stakeholders for various F&B services aspects

F. Educational and Experience Requirements

Minimum Education Requirement

• Degree/Diploma from a recognized university or Hotel Management

School

Minimum Requirement Desired

Experience

• Minimum of 12 years of work experience, preferably in airlines and flight kitchens
• Strong understanding of airline F&B operations
• Ability to effectively collaborate with cross- functional teams.
• Ability to multi-task within timelines, work in a high- paced environment and carry out work assignments in both office and operational settings.
• Extensive experience of handling having strength of approximately 30- 50 members based out of various locations
• Equipped with strong motivational, mentoring and coaching skillsets/experience.
• Strong sense of initiative and accountability
• High level of professionalism and work ethics
• Excellent verbal and written communication skills
• Strong IT skills including full suite of MS Office applications