Job Purpose

Assists in managing and supporting the corresponding Cabin Crew members from both operational and administrative perspectives, this includes but not limited to, induction, assessment, etc. He/she ensures that all crew members are fit, ready, and legal to operate as per the respective Civil Aviation Authority's standard regulatory requirements and Airline Standard Operating Procedures.

Key Result Responsibilities

• Ensures all the Cabin Services policies, procedures, manuals and documentation are timely and regularly updated, and maintained as per the respective Civil Aviation Authority and Airline adopted standards.
• Maintains an up-to-date copy of the same in the briefing room or notice boards etc. to be accessible by the crew team; prepares and disseminates memos and reminders to all Crew for any policy changes.
• Monitors the flights rosters constantly to ensure members are in adequacy and compliance with standard minimum requirements for operation; liaises with Crew Planning team on crew shortfalls, if any. 
• Reviews/audits rosters to ensure proper and fair manpower allocation of crew members on each flight. 
• Assists in managing , certifying and recording the overall performance of the crew members, this includes but is not limited to: grooming standards, attendance, sick leaves, no shows disciplinary, appreciations, rewards, customer service, sales targets, incentives, welfare matters, wellbeing, and hospital visits as needed.
• Assists in HR and Finance related matters: recruitment, on-boarding, accommodation, transportation, etc., ensures all necessary documentation and the Familiarization Flight Program are completed as per adopted procedures. 
• Conducts daily assessments on Briefing and random checks pre/post flights to monitor the overall performance of CSs and CCs: briefing, documentation, boarding process, ground handling, catering-duty free, cabin appearance, etc.; ensures SOPs are adhered to (pre-flight, in-flight and post-flight). 
• Assists in managing Cabin Supervisors or Captains’ de-briefing and supports in handling any conflicts or complaints till it is resolved; provides feedback to Cabin Crew on cabin flight reports; If applicable, completes the  Shift Report Log at the end of his/her shift ensuring proper handover to the following shift.
• Assists in conducting initial and on-going regular assessments and appraisal reviews for the new and existing crew members of the different categories. Assists in the process of selecting and upgrading Cabin Crew to Cabin Supervisors; coaches, guides and mentors operating crew as necessary.
• Conducts regular flight assessments and visits to monitor the overall and individual performance of the Cabin Crew and ensure adherence to Standard Operating Procedures pertaining to security measures and service quality standards.
• Prepares and presents comprehensive reports to management on the assessments carried with observations and recommendations on the individual/team performance.
• Recommends refresher training, appreciation certificates and/or corrective measures as applicable and liaises with HR/ Other departments for all related processes.
• Utilizes available data and Cabin Crew feedback and reports to manage, review and audit the catering and duty free sales in line with bookings and stock level, and to ensure prompt and accurate control over the compatibility of selections/sales with the generated revenue.  
• Audits invoices, cash/CC receipts, sales reports, customers’ feedback to monitor and evaluate the on-board sales and products; reports any discrepancies, shortages, and non-conformity with standards. 
• Partners with the respective Stakeholders at the Airline, Duty Free and Flight Catering (as applicable) to solve issues related to customer service, meals, or products provided aiming for enhancing the customers’ experience and maximizing revenue. 
• Ensures the Briefing Room is ready for use this includes cleanliness, equipment, documentation, etc., suggests any maintenance or equipment replacement if needed.
• Advises Crew Control in case of absence of the operating CS/CC to take necessary arrangements for the pre-flight safety briefing.  

Qualifications (Academic, training, languages)

• Diploma or Higher Secondary Certificate is acceptable for this role; a Bachelor Degree in Travel/ Tourism or any stream is preferable.
• Active Cabin Crew License from the respective Civil Aviation Authority.
• Proficient in Microsoft Office, Advanced Excel is essential.
• Very good verbal and written reporting and presentation skills.
• Fluent in English & other languages of the Country of employment

Work Experience

• 4+ years of related working experience as a Cabin Crew in any airline out of which 1 year at least in the capacity of Senior Cabin Crew/Cabin Supervisor; experience with low cost airline is a plus.
• Working exposure on the Civil Aviation regulations pertaining to legality and time limits for the cabin crew, licensing, and SOPs (Standard Operating Procedures, Flight Operations, Security, Safety and Ground Operations Policies and Procedures.
• Familiar with IATA principles & standards relating to security.
• Customer service oriented with diplomatic and tact skills, capable of understanding customers’ needs and directing them in the right channel.
• A balanced personality, composed, handles difficult situations such as angry customers, threats, and emergency cases with focus, analytical thinking, efficiency and commitment to successful safe results. 
• Has very good planning and time management skills even in challenging environments.
• Capable of training others how to perform against approved standards.
• Must have presentable appearance, good general health and fitness.
• Dependable, self-initiative, takes ownership and displays energy and enthusiasm.
• Proven skills in identifying pitfalls and recommending cost-effective solutions.
• Cost-oriented, possesses effective problem solving and decision making skills.
• Working exposure to internal/external audit practices.
• Employs technical expertise and interpersonal relations to support company’s objectives.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.