Product & Inflight Services Officer

Job description:

Job Purpose

Monitors the on-board flight services provided ensuring, safety, conformity, compliance with quality standards, adherence to contracts and SLAs terms and conditions and to applicable regulatory requirements. Assists in maintaining standardization in the cabin services provided by the Airline across the assigned network.

Key Result Responsibilities

• Ensures in-flight services are in accordance with Group & respective Airline standards, as well as applicable regulatory requirements and ensuring appropriate controls and procedures are in place to satisfy the requirements of customs authorities.
• Oversees the standardized measures for the overall appearance of the flights across the hub network; carries out random checks to evaluate the inflight services standards, quality, and provision, this includes cabin service delivery, products, catering, equipment (trolleys, trays, food utensils, catering packaging, etc.), cabin cleaning, onboard announcements, Sky time & Point of Sale (POS), etc.
• Seeks ways of maximizing the on-board sales and enhancing the customer satisfaction and/or controlling and reducing the costs of in-flight catering services without compromising on the quality.
• Collaborates with Engineering- Cabin Appearance team/ service provider to ensure that robust procedures are set in place to tackle and ensure faults/ feedback/ complaints / concerns are completed as per the SLA. Liaises with the engineering maintenance department / service provider for any damaged catering equipment to ensure timely and proper repair and delivery.
• Supports the Stakeholders in selecting duty free, catering, and cleaning services providers through valid recommendations on quality, variety, and prices with focus on cost-efficiency and customer satisfaction.
• Identifies measurable specifications and requirements that affect the safety and/or security of the cabin operations ensuring those specifications are detailed in the Service Level Agreements (SLAs) and are adhered to by the providers accordingly.
• Utilizes available data and direct Cabin Crew feedback / reports to review and audit the catering and duty-free sales in line with bookings and stock level. Achieves a cost-efficient balance between stores taken on-board for in-flight services i.e. duty free, food & beverages, etc. taking into full account the needs and comfort of the passengers.
• Carries out catering equipment inventory on regular basis to find out any shortfall.
• Conducts field trips (when required) and audits; constantly obtains feedback from cabin crew to monitor and assess the performance of the selected catering and cleaning services providers across the hubs.
• Quality checks on onboard F&B offered to ensure agreed standards are met and holds meeting with caterers to follow up on meal issues. Liaises and follows up on cabin crew report regarding the catering and duty-free issues.
• Identifies sources for customer feedback/complaints, collates information on the service standards, analyses to recommend alternative services and ensures resulting 'lessons learnt' are incorporated into future for in-flight service provision.
• Partners with Manager to ensure necessary improvements and remedial solutions are applied to enhance performance; follows up on agreed decisions to ensure timely and effective implementation and reviews as appropriate.
• Provides accurate, comprehensive reporting to top management when and as needed.
• Performs any additional responsibilities as advised by the line manager.

Profile description:

Qualifications (Academic, training, languages)

-    Diploma/Higher Secondary Certificate is acceptable for this role if combined with the necessary function-related experience; a Bachelor Degree in Travel/ Tourism or any stream is preferable.

-    Training in Cost Control, Compliance, Budgeting and Quality are an added value.

-    Proficient in Microsoft Office, Advanced Excel is essential.

-    Excellent in written and verbal communication skills, report writing, etc.

-    Fluent in English (Other languages as per Hub requirement)

Work Experience

• Minimum 2 years' experience in a similar capacity in an Airline/ Hospitality Sector or any related service industry with practical knowledge of food handling standards, hygiene, catering accounting, supervisory and administrative skills.
• Experienced in negotiating contracts/ service level agreements SLAs; implementing policies, procedures, manuals in line with standards and regulations.
• Customer service oriented with diplomatic and tact skills, capable of dealing with difficult situations.
• Hands on operations with high pressure, heavy work-load, and ad-hoc scenarios.
• Mind-set, cost-oriented, skilled in analysing data, identifying pitfalls and recommending solutions.
• Possesses effective persuasive, negotiation, problem solving and decision-making skills.
• Ability to use technical expertise and interpersonal relations to support company's objectives.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.