Senior Associate

Organization Context

Position Title:

Senior Associate- Inflight Standards Procedures

Function:

Customer Experience

Location:

Gurugram

Reports To:

Chief Manager- Service Design Development Standards

Role Level:

CXO-4

1. Job Purpose

This job entails developing, implementing, and maintaining end-to-end hospitality standards and procedures for in-flight service with a view to being the top airline globally.

Collaborating with both internal and external stakeholders by establishing excellent standards and procedures to elevate the service levels for our guests.

1. Key Accountabilities

Standard Procedures Inflight

• Establish company standards with respect to guest service by ensuring service delivery is efficiently organized and consistently delivered by cabin crew.


• Translate the service vision into guest experience service standards for cabin crew.


• Develop and maintain comprehensive manuals and guidelines for cabin crew to refer to during Inflight service, ensuring consistency in service delivery across all flights.


• To define standards for the Cabin Services Training Department to train to set standards/for training.


• Collaborate closely with the Cabin Service Training team to assist in providing ongoing and continuous feedback which will ensure that all training content remains current, accurate and aligned with the latest service standards.


• Liaise and support the Catering Department to define the uplift of items onboard and galley loading plans.


• Support the Product Development and Catering Departments to develop cabin service equipment.


• Establish and ensure strict adherence to defined service standards and also ensure the highest standards of service are maintained on board the aircraft through regular on-board audits.


• Collaborate with cross-functional teams to develop and implement corrective actions to address identified non-compliances.


• Communicate the introduction of new products and changes to service procedure to the service team/crew.


• Monitor CCVRs with a view to identifying areas of concern and recommending changes.

• Benchmarking exercise periodically against the best in the industry.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

1. Skills/Qualities Required

Attention to Detail

Strategic Outlook

Strong Interpersonal Skills

Coordination Planning Skills

Team Management Skills

Documentation expertise

Health and Safety

1. Key Performance Indicators

Financial Performance and Budget Management

• Budget management and cost-effectiveness


• Timely and Within-Budget Completion of Service Design Projects


• Effectiveness of Implemented Service Concepts and Improvements

Service Quality and Compliance

• Customer Satisfaction Scores for In-flight Services


• Adherence to Established Service Standards Through Audits

E. Key Interfaces

Internal Interfaces

Internal Teams

• Cabin Service Training, Catering Department, Product Development.

External Interfaces

External Teams

• Collaborate with industry partners and suppliers.

F. Educational and Experience Requirements

Minimum Education requirements

• Bachelors degree from an esteemed university


• Credentials from the esteemed Cabin Crew institute

Experience

Minimum

Desired

• 3+ years of experience in Standards and Procedures in the aviation/hospitality industry

• Prior experience in Cabin Services/Inflight services is preferred