Cabin Crew Manager

Job description:

Job Purpose

To manage the cabin services provided by the airline across the entire network. Manages the day – to -day operations and crew performance, ensuring productivity is in line with the company's objectives and in compliance with quality standards and respective regulatory requirements. Achieves efficiency in manpower and operating costs whilst maintaining safety and security of operations and reflecting a positive corporate image.

Key Result Responsibilities

• Handles the cabin services day-to-day operations in the respective Hub and overall performance to ensure adherence by the crew to the standard operating procedures prescribed in the manual in line with regulatory requirements and airline standards.
• Manages the cabin crew members' performance, conducts on-board monitoring and checks, provides continuous support, motivation, coaching, and guidance to assist the crew members to achieve efficiency in performance; Evaluates performance against pre-determined KPIs and provide timely performance feedback.
• Monitors the adherence of cabin crew to the established grooming and appearance standards, ensuring compliance with the company's policies and standards.
• Implement initiatives to increase employee engagement and improve communication with the crew members.
• Manages the welfare of cabin crew members, ensuring that their needs are met and that they have access to appropriate support resources.
• Partners with HR in selection process of cabin crew and Cabin Supervisors, including crew mobility from other hubs when required.
• Provides support to Crew Planning & Control teams to manage the manpower planning and utilization in line with business operational needs and in compliance with the regulatory requirements of the respective Hub. Advises on the manpower allocation in a cost-effective manner ensuring company's objectives for cost reduction are achieved.
• Partners with internal stakeholders (HR, Uniform, IT, Training, Inflight Services etc.) to ensure objective evaluation and validate members' assessments; utilizes reports and input from various sources to decide on promotions, dismissals, general conduct, grooming, uniform, welfare, grievances, disciplinary, incentives, payments, etc. after consulting with Head of Cabin Crew Operations.
• Evaluates the current practices and identifies solutions to reduce operating costs, maximize on-board sales, and enhances customers' satisfaction. Implement corrective measures needed to maximize productivity and enhance the overall customer's experience.
• Partners with Training and Scheduling teams ensure performance gaps are identified and bridged through effective development plans of mandatory, safety, and soft-skills training provided by instructors and properly adhered to by the cabin crew members.
• Cooperates with Safety and Security to monitor the implementation and adherence of the cabin crew members to the related manuals; highlights safety trends, agrees on corrective measures, and implements accordingly after consulting with Head of Cabin Crew Operations
• Works closely with internal stakeholders to implement and monitor the cabin services operating and safety procedures and ensure their conformity across the assigned hub in line with regulations, company's objectives, and corporate image.
• Partners with designated Inflight Services members in ensuring the cabin appearance & in-flight products comply with approved quality standards & corporate image; reports any shortfalls to concerned for corrective measures. Supports to monitor the compliance of SLAs (catering, uniforms, in-flight products) with agreed terms.
• Ensures quality assurance and internal/external audit requirements are effectively managed; conduct regular on-board checks and audits to minimize cash and items shortages, minimize customer complaints and ensure smooth workflow.
  • Investigates and report incidents, accidents and industrial injuries involving cabin crew members, passengers, or aircraft equipment and implements measures to prevent their recurrence.
• Updates oneself and team on all changes to the regulations affecting the related operations.

People Management:

• Provides direction, coaching and guidance to team members for their career and professional development.

• Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.

• Ensures people management responsibilities are handled effectively in line with company procedures; Manages performance of respective teams

Qualifications (Academic, training, languages)

• Diploma/ Higher Secondary Certificate is acceptable for this role if combined with the necessary function-related experience.
• A bachelor's degree in Travel/ Tourism or any stream is preferable.

Work Experience

• With 10+ years of experience in Airlines industry in the Cabin Services.
• The ideal candidate should have spent at least 4 years as a Senior/ Supervisor (on-board) with supervisory/ team leading experience.

Note: Preference will be given to Saudi National candidates.